Front Office Management Trainee

Job description

Key tasks

1. To greet guests on arrival at the hotel and conduct check in and registration procedures.
2. To check rooms prior to guests check in to ensure they are clean, properly equipped and in a high standard of maintenance.
3. To implement and maintain guest recognition programme.
4. Escort the guests to the room, taking care of all details and pointing out room facilities.
5. To attend the daily morning or afternoon Front Office briefing at the beginning of the shift.
6. To answer the telephone promptly and clearly in a friendly and courteous manner.
7. To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.
8. To handle inquiries by providing appropriate information.
9. To update the guest preference and information into the hotel computer system.(Opera)
10. To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.
11. To conduct hotel site inspections when directed.
12. To handle the hotel wake up request.
13. To take and forward messages accurately and in a timely manner.
14. Administers the hotel’s billing system for telephone charges.
15. Handles customer complaints if possible, or reports them to supervisors.
16. Ensure the Supervisor is informed of any malfunction of equipment in the Operator room.

Pullman and its talent community

The Pullman promise is built around its three values: commitment, adaptability and creativity , and these are orchestrated throughout the hotel by a specific human resources and management policy:

• Body & Soul, the service attitudes model developed by Pullman

• Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

• A Pullman “school” of leadership, focusing on creativity.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English (Fluent)
Optional languages Mandarin (Working level)

Essential and optional requirements

·  Excel
·  Power Point
·  Word
·  Opéra