Job Summary:
Help all guest for Check in / out guests at the reception counter. Maintain good relationship with all Guests. Handle guests` enquiries. Promote hotel products to guests. Prepare log books and reports.
The job scope includes performing the related position tasks of handling all four buildings of Hotel, Office Tower, Residence and
apartment which are directly managed by the Hotel Management.
Duties & Responsibilities:
1. Report to work in good time before commencement of shift.
2. Develop a thorough knowledge of room locations, room types, rates, discounts, hotel facilities and their hours of operation, special promotions etc.
3. Be familiar with Wyndham care program and is guided in daily work by these.
4. Be well familiar with the Wyndham program and contributes actively in enrolling new members.
5. Go through relevant information about arrivals during shift; VIP, Wyndham member, Regular guests, groups, etc. Room situation and functions.
6. Answer all telephone calls in a courteous and efficient manner.
7. Greet arriving guests with a smile and eye contact using the guest’s name.
8. Escort guests to the rooms, places of the hotel.
9. Resolve guest complaints, without involving Supervisor if possible. When needed, refer the matter to the Supervisor or Guest Service Manager.
10. Report on complaints and/ or comments to Management.
11. Provides feedback from Guests to Front Office Manager for action
12. Ensures the highest level of guest satisfaction at all times.
13. Plans and coordinates the provision of friendly, efficient services to guests.
14. Schedule activities for guests.
15. Plans and coordinates all promotional activities targeting clients.
16. Traces relevant statistics about clientele.
17. Coordinates and supervises all activities for guests.
18. Assists with check-ins / check-outs of clients.
19. Assists guests with airline bookings and reconfirmation's.
20. Help with bookings of restaurants, and places of guest attractions.
21. Assists all departments in being receptive to the needs of guests.
22. Assists other employee with language and culture.
23. Attends recreation activities when necessary.
24. Assists with translations (information: guest directory; menus etc.) as required.
25. Maintain good working relations with Housekeeping; promptly inform about early departures, early arrivals, extended stays, late check-outs, room-moves, special requests etc.
26. Take personal responsibility for guest requests, follows up with relevant department to ensure the request has been acted upon.
27. Inquire if the guest had a pleasant stay. Note down any comments and feedback for Management’s information.
28. Ensure guest needs and reasonable requests are met.
29. Seek opportunities to continually improve guest service.
30. Identify VIP, Wyndham member, regular and long staying guest, develop rapport to offer personalized service and assistance.
31. Sell the hotel and Wyndham’s products and services using up-selling and suggestive selling techniques.
32. Promote the hotel and Wyndham product and service to guests.
33. Keep hotel information confidential.
34. Adhere to the hotel’s security and emergency policies and procedures.
35. Ensure a high level of cleaning is maintained in work area.
36. Abide by the Wyndham Guest Policies.
37. Abide by the Hotel’s Policies and Procedures, Wyndham Code of Business Conduct and the hotel’s Associate Handbook.
38. Carry out other tasks as directed by your supervisors.

Job Knowledge / Skill:
1. Basic knowledge of hotel & front office
2. Good English language skill and communication skill
3. Good finance knowledge
Education:
University
Experience:
Previous concerned working experience is preferred, but can be replaced by general good attitude and appearance and with potential to easily learn the skills

Additional Skill required:
1. Good and positive hospitality attitude
2. Other foreign language ability
3. Always willing to learn, willing to help