รายละเอียด

The Reservation & Front Office Associate plays a crucial role in ensuring a seamless guest experience by handling reservations, check-ins, check-outs, and providing exceptional customer service. This position requires professionalism, efficiency, and attention to detail to maintain the high standards of the hotel.

Location: Sound Gallery House
Employment Type: Full-Time
Shift: TBA (as required)

***Key Responsibilities:***

Guest Services & Front Office Operations:
- Greet and welcome guests, visitors, and clients in a professional and courteous manner.
- Manage guest check-ins, distribute room keys, and provide information on hotel amenities.
- Handle guest check-outs efficiently, ensuring accurate billing and payment processing.
- Respond promptly to guest inquiries, requests, and complaints, ensuring high levels of guest satisfaction.
- Provide accurate information regarding hotel facilities, services, and local attractions.
- Assist guests with special requests, including transportation arrangements and dining recommendations.
- Maintain a well-organized front desk and lobby area.

Reservations & Administrative Duties:
- Process room reservations via phone, email, or online booking systems.
- Accurately input and update reservation details in the Property Management System (PMS).
- Manage online travel agency (OTA) bookings and coordinate with the reservations team.
- Ensure compliance with hotel policies, including cancellation and payment procedures.
- Prepare daily reports, including occupancy reports and month-end reports.
- Submit guest information to TM30 (Immigration reporting).
- Prepare registration forms and necessary documents for upcoming arrivals.

Security & Compliance:
- Follow emergency procedures and contact appropriate personnel (e.g., security, management) in case of incidents.
- Monitor and control stock levels of front office supplies, minibar items, and other essentials.
- Ensure the housekeeping team is assigned tasks and maintain cleanliness standards throughout the hotel.

***Qualifications & Requirements:***

Experience:
- Minimum 1 year of experience in front desk, reservations, customer service, or a similar role, preferably in a hotel environment.

Skills & Abilities:
- Proficiency in English (additional languages are a plus).
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and ability to handle guest concerns professionally.
- Multitasking skills with the ability to work under pressure.
- Proficiency in MS Office, Property Management System (PMS), Channel Manager, and Booking Engine systems.

Working Conditions:
- This role requires flexible working hours, including weekends and holidays as per operational needs.
- May involve extended periods of standing, walking, and occasional lifting of light items.
- Must be able to handle occasional stressful situations, such as dealing with difficult guests or emergency scenarios.