I. BASIC PURPOSE / JOB BRIEF:

The Cloak Room Attendant provides exceptional customer service in the Bell Services in accordance with the objectives, performance and quality standards established by Okada Manila.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Complete knowledge of Okada Manila and its programs: e.g. Loyalty Program, Guest History
• Knowledgeable of the operational system in Front Office such as Opera Property Management System 
• Creates a positive and a highly motivated working environment that promotes and develop teamwork
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections
• Welcomes guests and receives coats, bags, umbrellas and other personal belongings from them
• Must ensure to keep the cloakroom clean and tidy
• Must refer to the Superior for any complaints or issues 
• Builds relationships with guest to delight and gain loyalty
• Attends training programs as set by the hotel and other departments
• Ensures all guests’ requests are handled quickly and efficiently
• Ensures that belongings of guest are handled with utmost care
• Ensures guests are given correct tags based on the corresponding number per record
• To provide sincere and exceptional customer service to all guests
• Must always keep the cloakroom tidy and secured
• Actively promotes the hotel’s services and facilities to all guests that they encounter is fully aware of all the activities taking place in and out of the hotel, e.g. functions, VIP/group arrivals and departures, entertainment, outside events that are relevant to guests etc. 

III. JOB SPECIFICATIONS:

Educational Requirement:

• College Level of any course or equivalent professional training

Experience Requirement: 

• Preferably with 1 year working experience at the Concierge in a 5 star hotel

Skills and Attributes:

• Knowledgeable in Hotel Property Management Systems (preferably OPERA)
• Computer literate

Other Qualifications: 

• Good command of both written and spoken English
• Displays exceptional commitment to improving customer service
• Achieves agreed objectives and accepts accountability for results
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Consistently well groomed