PRIMARY OBJECTIVE OF POSITION
To welcome arriving guests, register details for check-in, collects all charges in a professional manner upon check-out. Increase customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office service by anticipating guest needs and exceeding expectation, in line with the hotel’s guidelines, and Radisson Blu corporate guidelines and service concepts. Maintains a clean and efficient working space at all times. Performs other clerical tasks delegated by the Service Managers.
TASKS, DUTIES AND RESPONSIBILITIES
PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS
- Receives guests in a friendly and efficient manner. Up sells rooms to optimise revenue and achieve a high average room rate.
- Checks the daily arrival list / Departure list.
- Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment.
- Allocates rooms and issues appropriate keys.
- Welcomes customers to the hotel.
- Meets and responds to customer requests for information about the hotel and its surroundings.
- Arranges for special services requested by the customer.
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
- Arranges fulfilment of customer services by working with O.T.S / Tel operators, Bell Staff, Transport, Maintenance, Housekeeping, Reservations and Room Service.
- Follow up and ensure back ups for complimentary & upgrade rooms are in place.
- Handles incoming guest room reservations after office hours.
- Is aware, at all times, of current room status and room availability.
- Is fully aware of Radisson Blu service concepts.
- Is fully aware of, and knows how to handle, all current and future hotel promotions.
- Utilises yield management to maximise room revenue.
- Increases hotel revenue by promoting food and beverage alternatives within the hotel.
- Knows the names of key people within Radisson Blu and Owners.
- Minimises loss of revenue by adhering to all established credit procedures.
- Insures all guests establish credit upon check-in.
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
- Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
- Receives proper approval codes for credit card paying customers.
- Identifies and records special billing instructions and notifies accounting and Assistant Front Office Manager.
- Communicates effectively with guests, colleagues, and supervisors.
- Demonstrates teamwork by co-operating and assisting colleagues as needed.
- Handles difficult situations in a professional manner.
- Keeps effective guest key control.
- Ensures that guest mail and messages are delivered promptly.
- Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests.
- Issues safety deposit boxes to guests upon request and controls the same.
- Uses the ABC approach to respond to negative comments and complaints; and notifies Assistant Front Office Manager immediately for appropriate follow-up.
- Adheres to walk-in minimum deposit procedures as per mandatory accounting policies.
- Records wake-up calls given at the counter and endorses them to the Telephone Operators and verifies wake-up call sheet before shift end.
- Sleep-out no luggage to be communicated to the Manager on shift immediately.
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
- Is fully conversant with the hotel PMS system and reservation procedure.
- Is able to operate switchboard, telefax, photocopy machine, room keys equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.
SECURITY, HEALTH, AND SAFETY
- Ensures that own cash is secure at all times.
- Ensures all discrepancies in own cash are declared to the Service Manager.
- Ensures that guest details and room numbers are not disclosed.
- Maintains high confidentiality in regards to guest privacy.
- Reports any suspicious behaviour of guests and staff to the Service Manager.
- Notifies the Service Manager and Executive Housekeeper regarding lost and found objects.
- Anticipates possible and probable hazards and conditions and notifies the Service Manager.
- Fully understands the hotel’s fire, emergency, and bomb procedures.
- Follows emergency procedures to provide for the security and safety of guests and employees.
- Works in a safe manner that does not harm or injure self or others.
- Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations.
- Maintains the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct.
- Adheres to paid-out limitations and consults the Manager on shift for any amounts over limit.
MISCELLANEOUS
- Displays a Yes I Can! attitude at all times.
- Setting up Reception Counter with Reg. Cards, keys, Folios, credit card slips and envelopes prior to commencing work.
- Handles foreign currencies, checks signature on Travellers cheques along with passport copy.
- Reads through Front Office Bulletin board on recent news and developments.
- Attach alerts on system or communication to registration card for any flaws, to rectify error before guest departure.
- Messages for parcels and mail should be recorded correctly in the “Items left by guest for collection” book.
- Printed material books to be used in serial order (e.g. rebates, receipts books, etc.).
- Transport request to be recorded and forwarded to the Concierge in his absence.
- Assists the Service Manager when requested.
- Attend meeting and training required by the Service Manager.
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
- Maintain own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager.
- Hotel fire, bomb and emergency procedures.
- Hotel facilities and nearby places of interest and services (i.e. hospitals, petrol stations, tourist sights)
- Hotel and corporate marketing and promotional programs.
- Corporate clients and clients generating high business volume.
- Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities.
- Any other duties as assigned by the supervisors.