Front Desk

**Customer Service**- Delivers the brand promise and provide exceptional guest service at all times.- Provides excellent service to internal customers as appropriate.- Be familiar with the hotel's products and services and policies.- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.- Maintains positive guest and colleague interactions with good working relationships.- Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.- Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.**Operational**- Meets and greets all guests and assists with registrations.- Ensures the strict control of room keys.- Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.- Embraces the Rooms Top 20.- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.- Prepares welcome cards and keys for arrival FIT guests.- Ensures accurate knowledge of hotels and the tourism in locally and Malaysia.- Reports "Lost and Found" items.- Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.- Monitoring HOTSOS time to time and ensure the task was solved efficiently- Supports and embraces the spirit of "We work through Teams".- Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.- Ensures an understanding on the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.