Intern - Front Office

§ General

o Reads the logbook daily and take action accordingly.

o Provides information regarding the hotel’s facilities & services.

o Ensures to always be informed of VIP in-house and daily functions.

o Handles guest complaints in accordance with service recovery guidelines.

§ Front Desk

o Assigns rooms and checks in/out guests in accordance with established standards.

o Checks guest history of all arrivals on shift and gets familiarized with the information.

o Greets and addresses guests by name.

o Thanks every guest when they depart.

o Exchanges money for guests in accordance with the hotel’s foreign exchange policy & procedure.

o Handles the following situations in accordance with hotel policy:

§ Early arrivals and late check outs

§ Rebate and paid outs

§ Refund

o Runs the night audit.

o Post folios and relevant data in the system immediately and accurately.

§ Communications

o Operates the switchboard in accordance with the hotel’s high standards of guest courtesy and efficiency.

o Places requested wake-up calls.

o Ensure all calls are answered courteously, efficiently and timely.

o Takes telephone messages.

o Keeps a record of all emergency telephone numbers.

o Knows how to operate the hotel’s paging system.

o Uses the PMS for messages, locators and traces.

o Handles all operator-assisted calls in accordance with established standards.

o Knows role and action to take in case of emergency.

§ Business Centre

o Sends guest faxes and emails.

o Ensures incoming faxes for guests are complete, legible and delivered to the room within 15 minutes.

o Types guest correspondence as required.

o Know how to operate Microsoft Office and Internet and able to explain to guests if requested.

o Bills guests for services in accordance with the hotel’s billing policy and procedure.

§ Guest Relations

o Escort guests to the room.

o Follows up and follows through on requests by guests for reservations at outside facilities such as restaurants, tours etc.

o Clears expected departures.

o Coordinates with Housekeeping concerning room status and others.

o Checks guest history, arrival list and ensures all routing and special instructions are properly implemented.

o Assigns rooms and checks in/out guests in accordance with established standards.

o Checks guest history of all arrivals on shift and gets familiarized with the information.

o Greets and addresses guests by name.

o Thanks every guest when they depart.

o Handles the following situations in accordance with hotel policy:

§ Early arrivals and late check outs

§ Refund

o Post folios and relevant data in the system immediately and accurately.

o Serves guests F&B in accordance with established standards.

§ Reservations

o Answers all emails, faxes and any other written booking correspondence within 24 hours.

o Monitors receipt of deposit guarantees and prepaid, ensures all credit cards are verified and credit card authorization forms where applicable are processed properly.

o Processes all reservations in accordance with established standards.

o Maintains an effective tracing and filing system.

o Inputs all bookings into the system with accurate billing instructions and clear special instructions with regards to room set-up, room share etc.

o Prepares all occupancy forecasts.

• Only shortlisted applicants will be notified.