Front office department sections: One Touch Operator, Rooms Controller, Guest Relation, Concierge, Front Desk, Orchid Club Lounge Attendants

My duties and responsibilities:

One Touch Operator:

• Read the Operator guidebook thoroughly.

• Answer internal and external phone calls using the techniques taught by the supervisor.

• Transfer incoming call for guest and administrative office.

• Key in all the guest’s request or problem in Hotsos System that are inside the rooms or hotel public area and check with the related department accordingly.

• Key in guest’s wake-up call in the FCS system.

 Rooms Controller/ Business Center:

• Handling the All Nippon Airways group file: Key in the ANA group member profile in the Opera system, create the room key cards, and fold the welcome letter.

• Call the housekeeper’s supervisor to check on the room status and input the status in the Opera system under the housekeeping management.

• Help to assign good rooms (higher floor, no connecting door, long corridor for the superior type room, and view according to what the guest request) to the guests who stay for 7 days and above.)

• Assist the guest in flight check in and print their boarding pass.

• Handing guest’s needs and request in the meeting room.

• Keep the business center facilities clean all the time.

• Assist guest in printing and photocopying.

 

Guest Relation:

• Order expression order for 3 departments- Housekeeping, cold kitchen and pastry.

• Print expression report from the opera system.

• Check arrivals of VIP, GHAB(Global Hotel Alliance Black member), and honeymooner to block the room and ensure no other section steals the room.

• Send chocolate to VIPs and VVIPs room.

• Decorate honeymooners room with heart-shape rose petal.

• Record the data of how much the pralines, cupcakes, chocolate and fruit basket sent in a print-out table form.

• Check the rooms to ensure that the rooms is clean and functioning well to be ready to release.

 

Concierge:

• Handling guest’s transportation request, book guest’s request for half day or one day tour, and book free shuttle bus service for the guest.

• Giving information to the guest regarding Kuala Lumpur City.

• Handling on giving the guest free car park ticket.

• Handling with the check in and check out luggage.

• Send out newspaper to the guest room if requested.

• Sending package and facsimile to the guest’s room and to the administrative office.

 

Front Desk:

• Assisting the supervisor in checking in and checking out the guest.

• Assist the orchid club guest to check in at the 6th floor orchid club reception.

• Explaining the facilities to the check in guest (first time guest) and how to connect to Wi-Fi.

• Help the supervisor in exchanging the currency for the guest.

 

 Orchid Club Lounge Attendants:

• Offer the check in guest a drink.

• Assisting and serving the guest for breakfast, afternoon tea, and evening cocktail.

• Set up the pantry for afternoon tea and evening cocktail.

• Set up the table for breakfast, afternoon tea, and evening cocktail.

• Clearing plates and refilling the drinks for the guest.

 

Lobby Ambassador:

• Take out LA’s ipad from the safety box and ensure all daily meeting, information, and promotion are updated.

• Read Guest Relation communication log book if there is any new information written.

• Check room availability or hotel occupancy of the day.

• Ensure uniform and persona appearance are clean and professional.

• Ensure lobby cleanliness and maintain the appearance of the lobby.

• Greet all guest in the lobby in a warm and professional manner and make a little conversation with the guest to make the guest feel welcome.

• Assist confused or lost guest in the lobby.

• Be aware of hotel activities, group, and VIP arrivals of the day.

• Assist individuals with disabilities.

• Ensure all guest receive a warm and sincere farewell and thank guest with genuine appreciation.

• Ensure all items are kept in the safe box before end of the duty.