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Front Desk Associates

General Information

Country/Region
Thailand
Province/City
Bangkok
Location
Rosewood Bangkok
Department
Rooms - Front Office
Job Type
Full-time Permanent

Job Description

The Front Desk Associates will meet and exceed guest expectations by providing efficient and courteous front desk service in accordance with Forbes & LQA. The Front Desk Receptionist will be responsible for the check-in and check out process as well as answer general questions regarding hotel hours of operation, services and facilities.

JOB REQUIREMENTS

Essential Functions:

* Greets, registers, and assigns rooms to guests of the hotel.
* Checks cash float at the beginning and end of each shift to ensure at all times that amounts are correct.
* Addresses special guests preferences recorded in guest history profiles.
* Stays current with developments and procedures in the hotel by reviewing the front desk communications board.
* Handles guests incoming and outgoing correspondence, facsimile, messages, mail, etc)
* Communicates clearly with the Night Audit and accounts department.
* Makes Reservations including Room Reservations, Dining Reservations - on property & off property, Spa Reservations, Activities Reservations and Transportation Reservations.
* Guest Letters - Per the shift checklist, the Front Desk Receptionist/Concierge will assist with creating, and distributing all Guest letters including, pre-arrival Guest communications such as Guest Preference Forms, Confirmation Letters, Welcome Letters, Advisory Letters and Departure Letters.
* Guest Preference Forms - Per the shift checklist, the Front Desk Associates will assist with the check and balances for ensuring that all pre-arrival Guest communication has been sent, and when Guest Preference forms are received.
* Responsible for the execution of the Guest requests, up to and including sending back confirmation to the Guest after making all of the necessary arrangements as requested.
* Update all relevant systems including, Opera, Alice, Dining Reservations, SpaSoft, Jonas Golf, and Jonas Tennis as required by the policies & procedures, to standard.
* Guest History & Profiles - upkeep and maintenance of Guest Profiles and Guest History.
* Check all arrival profiles for accuracy and/or missing information and corrects/updates as necessary. Any significant events experienced by the Guest such as EGGs, are entered onto the Guest Profile by the Front Desk Receptionist and updated for accuracy.
* VIP Profiles - As directed by the Front Desk Manager/Guest Experience Manager, assist with creating a one page summary profile/biography including photo for all VIP and SAG Guests, to be distributed to all users on the day before the VIP/SAG Guest arrives.
* Activities Guide - The Front Desk Receptionist will generate the Activities Guide each week and is responsbile for the printing and distribution of the Activities Guide in a timely manner.
* Maintenance Requests - Ensuring that all maintenance requests received are entered into Maintenance Connection and that those requests are completed and closed in the system.
* Provides quality service to the guest by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience.
* Arranges fulfillment of guest services by working with the concierge, housekeeping, and reservations colleagues.
* Must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
* Demonstrated ability to provide clear and pleasant telephone communication to all callers.
* Ability to prioritize and organize work assignments
* Must be computer literate and able to utilize the different computer systems effectively
* Must be able to work well under pressure
* Demonstrated ability to remain in stationary position for extended periods of time with limited movement.
* Demonstrated attention to detail
* Ability to maintain discretion and confidentiality of all guests and hotel information at all times.
* Ability to work cohesively with other departments as part of a team
* Ability to perform basic mathematic computations.

Any combination of education, training or experience that provides the required knowledge, skills and abilities. Minimum High School education. Expert computer literacy in Microsoft Office and a PMS.

About Us

Rosewood Bangkok, a striking new landmark for the capital, is an ultra-luxury hotel situated within an enclave of embassies and sleek new office towers, surrounded by Thai fashion designer boutiques and is just steps from Central Embassy, the capital’s most luxurious upscale shopping mall. Rosewood’s A Sense of Place® philosophy is exuberantly expressed with a design that honors rich Thai culture while celebrating the cutting-edge creativity and contemporary design ethos of the dynamic capital. The silhouette of the 30-storey standalone property is a dramatic addition to the Bangkok skyline. Two graceful, connected structures have been masterfully combined to create a new icon for the capital. The building’s form is inspired by the wai -- the charming Thai gesture of hands pressed together in greeting – and is itself an expression of the Thai capital’s growing influence as a design, fashion and creative hub in the region.