Guest Service Officer [GSO]

EDUCATION: Bachelor Degree/High Vocational Certification of Hotel & Tourism
EXPERIENCE : At least 1 years experience in the position
OTHER QUALIFICATION:
Communication: Fluent in English Communication, other 3rd language would be advantage
Computer Office: Property Management Program (PMS), Open Office, Microsoft Office, and other
would be advantage
Good attitude
Pleasant personality
Service minded

1. Files the daily reception reports and documents systematically
2. Updates guest information into the computer after a complete check-in
3. Assists guests in checking in process
4. Takes all counter reservation once the rooms are available
5. Provides courteous service to guests and respond promptly to guests requests and inquires
6. Performs other relative duties as required, such as handling phone calls and etc
7. Coordinates with other departments for guest request and ensure beyond expectation service is well
delivery to our guests with warm and courteous manners all the time
8. Prepares room keys for group arrival
9. Relief the Business Center during her absence if necessary
10. Responsible for arranging flowers and fruits for arrival guests
11. Co-ordinates with the Housekeeping Department to ensure that assigned rooms are in order of set up
and ready for guest arrival
12. Ensure him/herself is well familiar with room amenities, layout, rate structure, outlets (e.g. operating
hours, menu, promotions, price, etc.) facilities and services offered in the Hotel.
13. Ensure him/herself is well informed and aware of activities/events happening in the Hotel (e.g.
promotions, banquets, functions etc.).
14. Handle guests- complaints or requests and liaise with the departments concerned to ensure immediate
most possible solutions are offered to the guest, observe guest satisfaction after the recovery with proper
follow up.
15. Checks guest- s birthday and arrange birthday cake /special presents
16. Pays special attention to disable guest
17. Maintains a friendly rapport with guests in order to ensure their goodwill and repeat visit/ business
18. Posts charges to the guest- s account, ensure all charge are posted correctly
19. Handles check out for FIT and group
20. Handles money exchange
21. Handles guest- s advance deposit
22. Handles emergency cash paid out
23. Audits cashiers reports and pass to Accounting Department
24. Provides service business assistance to our guests e.g. business appointment, fax, internet etc at
ExecuPlus lounge
25. Serves welcome drink, soft drinks, and coffee with snack at ExecuPlus lounge.
26. Be familiar with Emergency Plan and Evacuation and be able to handle emergency situation according to
emergency- s procedures of the Hotel
28. Performs other duties as assigned by supervisors