Job Description

REQ13974 Attendant, Front Operations (Open)

The Attendant, Front Operations is responsible for delivering a quality customer service experience through providing check-in, check-out and related services to guests and visitors to Altira Macau in accordance with departmental set service standards. Enhancing guest satisfaction by providing information on events, activities and services to guest upon arrival or during stay, in accordance with Altira Macau’s service standards.

PRIMARY RESPONSIBILITIES:

• Provide information to guests and visitors regarding the hotel facilities and local restaurants, events and attractions according to Forbes Standard
• Make arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, child care, transportation, religious worship, cultural activities, shopping, floral services, and other services in line with Forbes base. Keep accurate records of all arrangements made
• Responsible to maintain current information and materials regarding hotel facilities and services, local restaurants and attractions. Maintain a current resume book related to conventions, meetings, and special events held in the hotel and the city.
• Notify and assist guests of receipt/sending of facsimiles, mail, messages, and packages.
• Liaise with the Limousine, Bell & Door, Transportation and Authorized Travel Agent to ensure guest satisfaction and provide information to guests.
• Ensure all guest inquiries are handled and responded in appropriate manner and within established time frame.
• Exhibit exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
• Ensure the property of guests is secure by informing them of Safety Box facilities located within guest rooms.
• Ensure the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure ongoing relations and rapports are not compromised with the guest.
• When required, take reservations from guests over desk and take after-hours reservations.
• Perform check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room and confirming and executing account payment in accordance with established credit procedures. This includes ensuring that floats balance at the completion of each shift.
• Contribute to the maximization of revenue within Altira Macau by “upselling” rooms where appropriate to guests.
• Ensure manual operating procedures are implemented and understood during Opera downtime.
• Report accidents, injuries and unsafe work conditions to supervisors
• Perform other reasonable job duties as assigned by supervisors from time to time
• Monitor guest supplies are adequately stocked according to operational needs.
• To maintain cleanliness and tidiness of the working station and lobby area.
• Keep well-mannered and groomed as per company standard at all times.
• Accepts any other duties and responsibilities assigned by Senior Attendant, Front Operations and Supervisor, Front Operations
• Adhere to all Company policies and procedures

QUALIFICATIONS:

Experience (please indicate minimum required and preferred experiences)

• No previous experience is required

Education (please indicate minimum and preferred academic requirements)

• High school diploma or equivalent professional training

Skills / Competencies (please indicate requisite competencies that are qualified for the position)

• Fluent in both written and spoken Cantonese, Mandarin and English
• Able to react quickly and work under pressure
• Ability to stand and/or walk for an extended period of time during the shift
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Ability to work on overtime when needed
• Must display an outgoing / friendly personality
• Ability to build rapport with all customers – both external and internal.

Advantageous Skills (please indicate skills that are not necessary for his position but are desirable)

• Excellent interpersonal / presentation skills are preferred
• Knowledge of Macau city and attractions.
• Knowledgeable in Hotel Property Management Systems (preferably OPERA)