Scope
This position exists to provide a high
level of guest service during the night shift, ensuring guest satisfaction and
maintaining a positive image of the property and the Group. The Guest Service
Officer (Night) is responsible for managing guest check-ins, responding to
inquiries, ensuring guest safety and security, and performing night audit
tasks. This role is crucial in maintaining smooth overnight operations, while
adhering to The Ascott Limited’s (TAL) policies and procedures.
Functional Duties
·Welcome
and assist late-arriving guests, ensuring a smooth check-in experience with
professionalism and attentiveness.
·Verify
guest details for room access, maintaining privacy and security, and address
any late-night inquiries or emergencies.
·Conduct
regular property security checks and monitor public areas throughout the night
to ensure a safe environment for guests and staff.
·Complete
nightly financial balancing, process transactions, and prepare end-of-day
reports, ensuring all banking and paperwork are accurate and authorized.
·Communicate
with housekeeping and relevant departments on early departures, VIP requests,
and guest needs for the morning, providing a detailed shift handover for smooth
transitions.
·Address
guest complaints or issues promptly, escalate to the night manager as needed,
and ensure follow-up on all incidents.
·Conduct
room and facility checks during the night, reporting any maintenance issues to
ensure guest readiness and quality.
·Maintain
the cleanliness and presentation of the lobby and public areas to high
standards throughout the shift.
·Complete
nightly administrative tasks, including key audits and bucket checks, to ensure
accurate records and guest account security.
·Adhere
to company policies for handling charges, account adjustments, and cash
management, ensuring the cash float is secure at all times.
·Stay
informed on room availability, current rates, and promotions to assist with any
late-night booking inquiries or reservation changes.
·Perform
additional tasks as directed by the supervising night manager to ensure smooth
operation of the night shift.
Internal/External Relations &
Communication
·Provide
informative and accurate information to contacts in a positive, personal and
friendly manner.
·Assist
where possible in ensuring customer expectations are being met and client’s
needs are satisfied.
·Ensure
a friendly and informative telephone and face-to-face manner to quickly build
rapport with contacts and existing clientele.
People and Culture
·Facilitate
and champion The Ascott Limited’s Goals, Behaviours and Philosophies.
·Ensure
compliance with all People and Culture Policies and Procedures.
·Maintain
a well-groomed and pleasant appearance, complying with Grooming Standards.
·Attend
training and staff meetings as required.
·Submit
timesheet, PAF’s & supporting documentation on time for processing with
appropriate signatures of approval.
Responsibilities
·Ensure
all corporate equipment and assets are used correctly, effectively and well
looked after, reporting any issues to your manager.
·Compliance
with CapitaLand’s Environmental Health & Safety Management System (EHSMS)
and continuing to follow current practices and procedures for ISO 14001 &
OHSAS 18001 certification.
·Adhering
to CapitaLand’s Environmental Health & Safety (EHS) Policy:
– carry
out exemplary Environmental, Health and Safety practices to minimize pollution
and health and safety risks
– seek
continuous improvement on its environmental, health and safety performance
– comply
with pertinent legislations and other requirements
– implement
the CapitaLand Green Buildings Guidelines and Occupational Health and Safety
programmes
