About this role
Under the general guidance of the Front Office Manager or any other authorized by the management, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.
How your day looks like?
Actively welcome, greet and check guests inEnsure all requests are dealt with accurately and they receive the appropriate service, attention and follow upDifferentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiriesDeal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in Nuvola or hotel internal specific communicating systemUpdate and maintain the reception hand over book, pass on all guest feedbacks to the Manager on duty so appropriate action may be takenEnsure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Mondrian Singapore Duxton confidentiality standardsEnsure the correct procedure and policy standards are adhered toEnsure all necessary supplies are available for the front desk, manage par stock and order suppliesComply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.Encourage up-selling in order to maximize ratesEnsure work areas are cleaned and maintained at all timesHow do I deliver this?
Tell it like it is- Authentic, honest, you mean it, sincere, true.Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest. Previous experience in customer service, preferably in the hospitality industryExcellent verbal and written communication skills in EnglishProficiency in cash handling procedures and computerized cash register systemsStrong multitasking abilities and attention to detailAbility to remain calm and professional in high-pressure situationsProficient in using standard office equipment (computer, telephone, copier, fax machine)Basic computer skills, including familiarity with property management systemsFlexibility to work various shifts, including weekends and holidaysKnowledge of local attractions and services in Phnom Penh (preferred)Ability to stand for extended periods and assist with light lifting when necessaryStrong problem-solving skills and a customer-focused mindsetCollaborative team player with a positive attitude