ESSENTIAL FUNCTIONS

• Assigning rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Special focus on Elite guests and other VIP guests

• Handling and managing “Queue” Rooms

• Coordinating with Housekeeping to track readiness of rooms for check-in

• Running daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy

• Keeping track of changes on room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping

• Working closely with Reservations department to get the Arrival time

• Assigning Group arrivals and updating the group resume.

• Clearing departures and back to back rooms
  Reviewing and preparing for early check-ins, express and late check-out requests from guests and providing guidance to teams based on occupancy and arrival patterns

• Liaise with Housekeeping to prepare showrooms for sales & marketing needs

• Communicate with Finance Department for any pending account, Open Folio, PM and follow up with any pending payment.

• Raising the manual requisition and Birchstress PO/REQ

• Maintains inventory of the department stationary at the end of the month for proper stock keeping and usage. 

• Daily review the next three days arrivals detail report with FDM / FOAM to make proper arrangement for the rooms.  

• Checks in guest in an efficient and friendly manner, using guest name whenever possible.  Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room.  Issues correct keys to the guest. 

• Checks out guest at end of stay.  Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.  Settles bill accurately through credit card or cash transaction. 

• Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.  

• Maintains a balanced bank assigned by the hotel.  Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift of both own and the Guest Relations Officer. 

• Works harmoniously and professionally with co-workers and supervisors.  

• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.  Makes confirmation for guest with regards to their booking 

• Can answer guest calls and direct them appropriately in the absence of a Communications Operator.  

• Must be familiar with Four Seasons Hotels & Resorts standard training manual and service culture.  

• Daily review the next three days arrivals detail report with FDM FOAM to make proper arrangement for the rooms.  

NON-ESSENTIAL FUNCTIONS

• All information should be in confidential.

• Set up good relationship with all the department of the hotel, and keep smooth working

• Ensures high standards of personal presentation and grooming.

• Exercises responsible behavior at all times and positively representing the hotel and Four Seasons.

• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, Executive Club and lobby coverage. 

• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. Ensures the driveway are well maintained and properly manned at all times. 

• Carries out any other reasonable duties and responsibilities as assigned.

KNOWLEDGE AND SKILLS

Education

• College graduate or Certificate in Hotel Management.

Experience

• Minimum one year working experience in similar 5-star hotel OR minimum two year working experience as Front Desk Guest Relations Officer