Job Purpose
This position is responsible for the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.
Primary Responsibilities
Front Office Operation
- Assist guests with check in and checkout, as well as other cashiering duties
- Review arrival lists and prepare compendiums prior to guestsâ arrival and check-into system if necessary
- Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
- Ensure that members consistently receive all benefits, and repeat guests and other VIPâs receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
- Liaise closely with other relevant departments to ensure that guests requests and needs are met
- Update and maintain repeat guest history system
- Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
- Handle guestsâ complaints and comments tactfully and efficiently
- Handling guestsâ mails, messages, and answering of phone calls
- Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
- Be vigilant in regard to in-house credit matters and act upon any discrepancies
- Alert Security or Duty Manager of suspicious looking person(s) / articles
Other Responsibilities
- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
- Be fully conversant with hotel fire & life safety/emergency procedures
- Attend all briefings, meetings and trainings as assigned by management
- Report for duty on time wearing clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel