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solve the issue and keep the guest happy. She also must patience to deal with confused orirate guest.Eastern hotel also has a night auditor. Night auditor is personnel that works atnight 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 anight auditor and a front desk cashier is she needs to post room charges and taxes in guestaccount, 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. Inaddition, she needs to verify all transactions are supported by documentary evidence andsignatures and that correctly posted and allocated into PMS system. The revenue mustverify by night auditor and it is accurately balanced, follow up on any divergence. Shealso 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. Shemust have an excellent in computer skill so that can perform the job perfectly. Besidesthat, she also required to have excellent in communication, guest service and timemanagement.In Eastern and Oriental Hotel, a telephone operator is a person who operates atelephone switchboard. She answers incoming calls, receives messages, and deliver thesame 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, thedate 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 staffmember as required. It may operate these through the switchboard or PBX system. Atelephone operator must records wake-up call requests from guests and performs wake-upcall 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 operatorin Eastern and Oriental Hotel are at least high school graduate or equivalent, proficient inoral communications skills, especially in English, possesses in telephone technique,14
multitasking abilities, and good in attitude. Diplomatically skills when dealing with thepublic under stressful conditions, and possessed knowledge of computer system.A concierge in a hotel is personnel that acts as a personal assistant to the guestsduring their stay. The duties of concierge in Eastern hotel include making externalbookings, arranging transportation, and obtaining tickets for flights, theatre, and event.