Role Purpose

Create warm, memorable experiences for ANEW guests while ensuring efficient front desk operations and accurate financial handling.

Key Responsibilities

Guest Experience

• Welcome guests with genuine warmth and professionalism

• Execute efficient check-in/check-out procedures

• Enroll guests in ANEW Rewards program

• Handle reservations and guest inquiries

• Manage special requests and VIP arrangements

• Resolve guest concerns promptly

• Coordinate with other departments for guest needs

• Ensure guest profiles are merged and maintained

• Offer guests value added services, e.g. late check-out, room upgrades, meal plans, etc.

Operational Excellence

• Process reservations in Opera PMS

• Manage room allocations and availability

• Handle guest folios and billing

• Maintain accurate and detailed guest records

• Coordinate with housekeeping on room status

• Manage keys and access cards securely

Financial Management

• Process payments accurately

• Balance payments

• Handle billing documentation

• Manage company accounts

• Reconcile daily transactions

Communication

• Answer calls within three rings

• Relay messages accurately

• Update departmental communications

• Coordinate with all departments

• Maintain guest privacy

Required Skills

• Guest and customer service excellence

• Opera PMS proficiency

• Clear communication

• Problem-solving ability

• Financial accuracy

• Professional appearance

• Time management and ability to multitask

• Health and safety compliance

• Security awareness

Performance Metrics

• Guest satisfaction scores

• Check-in/out efficiency

• Payment accuracy

• Call handling speed

• Guest complaint resolution

• Revenue Generation

• ANEW Reward sign-ups