Frontline Representative
Pacific Senior Living Sdn Bhd
- Klang, Selangor
- Permanent
- Full-time
- Act as a representative in attending to residents’ requests as well as the public’s complaints
- Carrying out the activities of the Front Office department which includes Reception, Reservations, Bell Service, and Transportation, in ensuring the smooth running of the front office
- To foster and maintain a close and productive working relationship with all relevant departments to ensure all residents are well taken care of
- To be able to up-sell room accommodation during high occupancy to maximize revenue
- To provide courteous and efficient service to all internal/external guests
- Ensure all complaints and requests are immediately resolved and followed through with relevant supporting departments
- To greet all residents/guests in a service-oriented manner
- To be familiar with the PMS and coordinate with IT Manager with periodical system maintenance
- To be responsible for assigning and blocking rooms for arriving guests
- Ensuring all allocated rooms are assigned according to requirements and ensuring no double allocation
- To check in guests in a prompt, efficient and smooth manner, ensuring they’re registered in accordance with Front Office policies and procedures
- To update guest particulars in the system accurately and clearly state the payment method
- To record in the logbook any unusual happenings and incidences and all-important matters still pending for follow-through actions
- To be responsible for the preparation of all the necessary material for the check-in of any guest
- To check all cashier transactions and balance all transactions before leaving. Any discrepancies must be reported to the Rooms Division Manager for correction
- To update and maintain efficiently the current room status and to inform the Superiors, should their attention be needed
- To carry out effective key control procedures
- To be responsible for the sufficient stock of all supplies, such as printing materials, forms, and stationery. To initiate replenishment as and when deemed necessary
- Constantly check on all forms of correspondence, such as messages/mail/parcels are promptly delivered
- Coordinate with the housekeeping department to solve room discrepancies
- To handle minor guest complaints and report to Superiors the nature of complaints and action taken
- To enforce and comply with Rules and Regulations stipulated in the Employee Handbook
- To attend to walk-in potential clients and conduct tours of the property