Location Overview
Join our team in Aman Nai Lert. Amid the skyscrapers of central Bangkok, Thailand’s first urban Aman hotel and residences will rise from the verdant sanctuary that is Nai Lert Park. Here, history and nature will come together to tell a new Aman story, one entwined with the exceptional legacy of Thailand’s revered Nai Lert family.
Responsibilities:
General:
To ensure that the Brand is protected, to ensure that all business partners and guests are surprised and delighted by their on-property experience, in the best traditions of the Aman culture.
To provide exceptional and personalised service during the night hours on duty.
To perform all duties with discretion, professionalism and a pleasant demeanor.
To maintain an image of professional service to all guests, team members and management.
Operational:
To ensure and provide flawless, upscale, professional and high-class service to our guests.
To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival to departure.
To provide a warm welcome and fond farewell to all the guests according to Aman Nai Lert’s standards and procedures.
To follow through the arrival and departure procedures, ensuring that the rituals are performed to provide an experience similar to that of the daytime.
To answer department telephone using correct salutations and telephone etiquette.
To ensure all data is entered completely and correctly into the hotel systems in accordance with each reservation.
When on overnight shift, to proceed Night Audit, prepare and save/send all necessary reports as requested.
To check and search arrivals’ profile and input in Opera as well as to prepare daily Arrival reports for all departments.
To check and analyse billing instructions, guest credit, allowances and rate variance.
To perform the audit balances and prepare all works for audit in an orderly fashion.
To be fully aware of the credit policy.
To check night reports, prepare the morning report, check billings of all due outs on the following day to ensure effective check-out procedure of next shift.
To check all VIP Arrivals rooms and report any defects to the Night Manager.
To have complete knowledge of Aman’s standard operating policies and procedures for the Front Office.
To ensure standards are maintained and delivered.
To communicate standards of service to team.
To have a full knowledge of packages and promotions available to guests.
To communicate guest preference information to operational departments.
To ensure that the Night Audit process is carried out successfully.
To maintain an up-to-date knowledge of the hotel daily services, activities, promotions, and events.
To have a thorough understanding of all guest room features, amenities, in room facilities, hotel venues and emergency procedures; and orienting guest during escorting all guests to their rooms.
To have a full understanding on contingency procedures and to take action with PMS in emergency situation.
To ensure that standards are maintained at a superior level on a daily basis.
To maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
To anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
To take personal interest and pride to ensure that the Hotel lobby area is kept clean and in an orderly state at all times.
To maintain complete knowledge of daily house count and expected arrivals/departures.
To accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
To ensure all in-house guests are greeted in the lobby with a warm professional friendly manner and anticipate their needs before they arise and offer assistance at all times.
To maintain cashier float and ensure accurate daily report of all money received.
To adhere to all cashiering procedures.
To be able to take room reservations when the Reservations Department is closed and accurately input into PMS.
To handle guest complaints and follow up. Also ensure that all guest complaints are consistently logged accordingly.
To stay updated on what’s happening in the hotel area and Bangkok. To provide the guests with information. To be fully acquainted with the different points of interest within the surrounding area of the hotel and local attractions.
To keep up to date on all hotel policies on safety and hygiene.
To perform other duties and responsibilities as assigned by supervisor or managers.
To be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
To be flexible as the job changes and be able to work flexible hours, including weekends and holidays, if necessary.
Other responsibilities:
To maintain a full working knowledge of the IT support tools used in the world of front office today, including property PMS, the Microsoft Office toolset.
To ensure that all administrative work is processed quickly and efficiently.
To ensure that e-mail inquiries are handled efficiently in a timely manner.
To perform other duties and responsibilities as assigned by the managers.
Requirement:
Minimum 2 years in Front Desk Agent or Night Auditor roles in a luxury hotel
Computer knowledge
Cashiering procedures
Night Auditor/ Night Guest Service Agent procedures
