Joey Wong

- Responsible for guest check-in and check-out process

- Handling all billings, cashiering payments

- Actively listening to guests requests and feedback, observing behavior to provide exceptional service

- Assigning room for next day arrival

- Reply email regards enquiry

- Handling guest welcome amenities during Guest Relation team absence.

- Raise refund when required

• In charge of In House Reservation (due to short manning)

- Create reservation for VIP guest

- Follow up No Show booking

- Charge all TAVCC for OTA booking

- Create group reservation according to rooming list

- Ensure guest info, designation are updated when received from Sales team or group resume

- Train new staff for in house reservation

- Follow up on Open folio billing

- Replying emails regards reservation

- Go through arrival report to ensure all the billing, guest request are updated

• Handle system down

- Manual check in and check out during system down

- Handle data entry during system down and ensure operation run smoothly

- Handle all cashiering after system back to normal

- Work closely with finance team to ensure all guest billing charge correctly

- Answer calls with standard greeting and verbiage for Room Reservation enquiry and bookings.

_ Handle emails enquiry with regards room reservations, decoration, limousine arrangement and response to internal & external guests.

_ Handle no show, cancellation charge verifications.

_ Input room block and ensure house inventory are balance.

_ Handle total 5 properties under Melco (The Countdown, Nuwa, Altira, Morpheus and Studio City)

- 4 out of total 5 hotel properties, qualified as Forbes 5 star which is Nuwa, Altira, Morpheus and Studio City.

- Answer calls within 3 rings.

- Assists guests with their request.

- Being middle person of guest and hotel.

- Handle Hong Kong, China and Taiwan market.

• Responsible for guest check-in and check-out process
• Ensure all billings, cashier payments and currency exchange's accuracy
• Handle guest request and provide information, solve guest issue.
• As a night audit, ensure all in house guest rate was correct before run system.
• Prepare all the report needed for next day.
• Knowledge in using Protel system.