As a Guest Experience Assistant I undertake Front of House Assistant procedures, ensuring up to date knowledge of the area at all time, in line with hotel standard procedures. Meet and greet guestsAssist all Front of House departments Contact guests, enquire about their stay and offer assistance Take ownership of handling emailsResolve tracesPrepare welcome card spreadsheet, welcome cards and welcome amenities chartCreate SparkleRooms check to make sure all preferences and welcome card amenities are in the roomPrepare Guest to Highlight document (VIP)Stock take: libraries and amenities requestsCloakroom Cross training: ReceptionButlerIn Room DiningSpa reception

Duties​Check-in / Check-out, communication with all departments,​managing float, managing emails, training staff, handling ​complaints, making bookings, assisting concierge security ​breakfast and bar ​Recording & checking all financial transactions of reception, ​taking payments, general cashier, pre authorisations and ​refunds. Preparing and managing settlements for accounts. ​Analysing payment error and communicating with Accounts ​Preparing and sending invoices, updating the guest’s personal ​information details in the profile. Dealing with special requests, ​rooming guests and building relationship with guests ​Managing the Feedback sheet for Trip Adviser

Management of methods and processElaborating of technical documents Spreadsheet and reports: PCP, PPAP, ERP and SIGStock control: Kamban, Kaisen and Jus timeRisk management: Ishikawa, Brainstorm, 5W2H