Reservation/Customer Service Assistant (Bangsar)

• 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.

; JOB 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