Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
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Maintain good guest relations with in-house guests at all times. Project a courteous and hospitable attitude
Take ownership of problems and promptly handle guest complaints according to established procedures. Report to the supervisor for further follow-up when necessary. Write glitch reports when required.
Ensure guest room security, emergency, and fire procedures are followed. Encourage the use of Safe Deposit boxes (El-Safe) and adhere to policies & procedures for their use
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Filing and storage of guest registration cards for check out guests
Checking and charging of daily arrivals, guest in house and future bookings via Hotel PMS and various OTAs (Online Travel Agent) according to Hotel P&P standards
Checking of daily arrivals and departures, ensuring that rooms/capsules are blocked and prepared for guest arrivals
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Filing and storage of guest registration cards for check out guests
Checking and charging of daily arrivals, guest in-house and future bookings via Hotel PMS and various OTAs (Online Travel Agent) according to Hotel P&P standards
Checking of daily arrivals and departures, ensuring that rooms/capsules are blocked and prepared for guest arrivals
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To be aware of all services which Tamu Hotel & Suites Kuala Lumpur offers, inclusive of recreational, food and beverage, guest services, special events and promotions.
To be aware of top corporate and VIP clients of the Hotel, recognizing and welcoming them by name upon their return visits to the Hotel.
To take a personal interest in all guests for the duration of their stay, ensuring their expectations of Tamu Hotel & Suites Kuala Lumpur are exceeded.
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Filing and storage of guest registration cards for check out guests
Checking and charging of daily arrivals, guest in-house and future bookings via Hotel PMS and various OTAs (Online Travel Agent) according to Hotel P&P standards
Checking of daily arrivals and departures, ensuring that rooms/capsules are blocked and prepared for guest arrivals
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