-Manages reservation
-Handling New booking, Booking Amendment, Booking Cancellation via various methods, including mail, telephone, CCS, property owners and Greystone's management.
-Maintain an organized system for managing reservations, ensuring accuracy and availability.
-Check-In/Check-Out: Assist guests with check-in and check-out through CCS or phone calls
-Verify guests' reservations and assist with the check-in process.
-Provide information about hotel facilities and any necessary assistance.
-Manage check-out procedures, settle payments, and ensure a smooth departure process.
-Handling Guest Queries
-Respond promptly to guest inquiries via CCS, over the phone, or via email.
-Coordinate with the property team regarding guest requests or concerns.
-Provide information about hotel services, local attractions, transportation, and dining options.
-Complaint Resolution
-Listen attentively to guest complaints, showing empathy and understanding.
-Take appropriate action to resolve issues, involving management if necessary.
-Follow up with guests to ensure their satisfaction and a positive resolution.
-Guest Requests
-Fulfill guest requests promptly, whether for extra amenities, room changes, or special accommodations.
-Coordinate with the property team regarding guest requests or concerns.
-Reservation Cancellations and Modifications
-Assist guests with modifying or canceling reservations according to hotel policies, except for OTA bookings, which guests must handle directly with the OTA.
-Communicate any cancellation fees or terms to guests and process refunds or adjustments as needed.
-Payment Processing
-Handle guest payments, process invoices, and accurately manage billing information.
-Collect the deposit during check-in via bank transfer or credit card. For cash payments, instruct guests to pay directly at the counter (for properties with a counter); otherwise, inform the person in charge at the property to collect the payment.
-Maintaining Records
-Keep detailed and accurate records of guest interactions, requests, reservations, and payments.
-Use hotel management software or systems to update and maintain databases.
-Collaboration
-Coordinate with other departments to ensure a seamless guest experience.
-Communicate guest needs or special requests to relevant staff members.
-Up-selling and Promotions
-Inform guests about additional services, upgrades, or promotions available during their stay.
-Encourage guests to consider additional amenities or services that could enhance their experience.
-Daily Report/ Printing
-Prepare reports according to operational needs. For example, the night shift prepares daily departure invoices for OTAs and submits them to finance, sends check-out messages to all departing guests, sends the arrival guest list to Scarletz, and sends the departure guest list to Colony and 99, among other tasks.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-greystone-management-sdn-bhd-job-reservation-customer-service-assistant-bangsar)
; Requirements:-
-Minimum academic qualification : Secondary/SPM equivalent
-Fresh graduate are welcome
-Exceptional ability to create a welcoming environment on phone or chatting software.
-Adapt to work in fast paced environment.
-Experience in attending customers, regardless phone or chatting software.
-Ability to observe business etiquette and maintain a professional appearance.
-Computer literature.
-Excellent interpersonal and communication skill
-Additional incentive for Chinese speaking and writing candidate