She also must patience to deal with confused or irate guest Eastern hotel also

She also must patience to deal with confused or irate

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solve the issue and keep the guest happy. She also must patience to deal with confused or irate guest. Eastern hotel also has a night auditor. Night auditor is personnel that works at night shift at reception of a hotel. She usually handles the duties of the front desk cashier. Besides that, she needs to perform a bookkeeping function. The difference between a night auditor and a front desk cashier is she needs to post room charges and taxes in guest account, especially the charges that have not been posted or were incurred on the night. She also must make sure all charges and deposits are transferred to master accounts. In addition, she needs to verify all transactions are supported by documentary evidence and signatures and that correctly posted and allocated into PMS system. The revenue must verify by night auditor and it is accurately balanced, follow up on any divergence. She also must perform end-of-day procedures, prints up and file reservations for the next day. The specification of a night auditor is preferred with a graduated with hospitality degree, or a minimum of 3 years’ experience in a guest services role in similar industries. She must have an excellent in computer skill so that can perform the job perfectly. Besides that, she also required to have excellent in communication, guest service and time management. In Eastern and Oriental Hotel, a telephone operator is a person who operates a telephone switchboard. She answers incoming calls, receives messages, and deliver the same to guests. She must follow the telephone etiquette when making or answering call. She needs to provide accurate information about the hotel to guests. For example, the date of an event will be held, the direction of a place, the on-going promotion and so on. On the other hands, directs callers to the appropriate guest room, department, or staff member as required. It may operate these through the switchboard or PBX system. A telephone operator must records wake-up call requests from guests and performs wake-up call services on time. She also provides paging service for hotel guests and employees. Furthermore, she assists in report the complaints or problems of equipment and service, so that repair as soon as possible or solve it. The job specification of a telephone operator in Eastern and Oriental Hotel are at least high school graduate or equivalent, proficient in oral communications skills, especially in English, possesses in telephone technique, 14
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multitasking abilities, and good in attitude. Diplomatically skills when dealing with the public under stressful conditions, and possessed knowledge of computer system. A concierge in a hotel is personnel that acts as a personal assistant to the guests during their stay. The duties of concierge in Eastern hotel include making external bookings, arranging transportation, and obtaining tickets for flights, theatre, and event.
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