Guest Engagement Officer

2 weeks ago

Singapore FURAMA HOTEL SINGAPORE PTE LTD Full time

Job Description of Guest Engagement Officer

1) Check daily guest arrival and departure. Ensure the daily reports and documents are file systematically. All reports are prepared and saved in every shift.

2) Check through the flag report and ensure that proper follow up is done.

3) Perform pre-registration activities like room assignment based on guest requests and preferences. Liaise with Housekeeping should there be special requests from guest like baby cot, extra bed, etc.

4) Coordinate with Housekeeping department ensuring rooms for arrival are clean, inspected and ready for check-in.

5) In depth product knowledge of hotel when handling guest enquiries. Has to know the facilities, room type, room rates, events and in-house promotions, places of interest and public facilities in and within the hotel. Answer all question politely and correctly.

6) On guest arrival, check PMS to ensure reservation and assist guest to complete registration process.

7) Maximize hotel revenue like a professional salesperson by upselling and cross selling to increase guest experience for a higher category of room with more amenities.

8) Process guest’s check ins and outs. Ensure that F & B bills are well prepared and received prior to guest departure.

9) Perform Cashiering duties ensuring individual cash floats are balance at all times. Post charges accurately to guest room account and file individual receipts to the room folio.

10) Handle payments through cash, cheque (approval needed) and credit cards.

11) Settle guest complaints on room assignment and problems concerning room bills.

12) Ensure verification and proper records are in place when guest reports room key not working, misplaced, etc.

13) Work closely with all other departments to ensure smooth operations. To work for and with each other so that hotel achieves its best performance.

**Requirements**:
1) GCE ‘O” level.

2) Minimum 1 year of experience in customer services.

3) Pleasant, cheerful and willing to serve guests.

4) A self-starter and sociable with ability to motivate and inspire.

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