Connecting you with your role:
- Ensure all Front Desk tasks are completed in a timely manner.
- Ensure all brand standards are being followed.
- Monitor room type booking levels and ensure the appropriate allocation of rooms for arrivals as well as communicating on room upgrades to relevant departments.
- Ensure optimum occupancy and average rate for the purpose of maximizing revenues.
- Report any faults or issues guests have risen to the relevant departments and to the Duty Manager.
- Resolve any guest enquiries and exceed expectations to build returning guest clientele.
- Be fully conversant with all Front Office departmental procedures.
- Monitor front desk activities with regards to correct billing of revenues, cash control, float balances and credit balances of guests in-house in compliance with hotel policy.
- Overview guest journey from the point of arrival to departure, ensure proper hand over and information is given to the Front Office team.
- Working Weekends is Mandatory
KEY RESPONSIBILITIES
- Being familiar with all the applications, which contribute to a good execution of the shift such as Opera PMS (Training will be provided)
- Manage room allocations and guests’ requests in cooperation with Housekeeping department.
- Being able to execute daily operations such as check in, check out and billing.
- Successfully conduct tasks according to checklists.
- Regularly review room availability situations together with Housekeeping.
- Record and hand over lost property to Housekeeping.
- Be familiar with hotels guest key systems and procedures.
- Be familiar with booking systems and guest loyalty schemes.
- Respond and Action all emails.
Be Knowledgeable:
- Knowledge of overall hotel operations is essential for this role.
- Knowledge of the property, its configuration to understand room allocations.
- Knowledge of room types and room rates (training will be provided).
- Be familiar with Fire, Emergency and Bomb threat evacuation procedures and serve as the liaison point in case of emergencies along with Duty Manager (training will be provided).
- Be informed of all relevant matters at all times enabling them to take correct action where necessary.
- Ensure new SOPs, standards and processes are communicated and followed through on a daily basis.
Customer Contact:
- Be familiar with all in-house VIP’s, regular and long stay guests.
- Handle guest comments, complaints, requests or inquiries, by assuring appropriate action is taken or delegate until guest satisfaction has been met and exceeded, promptly.
- Create and maintain a personal and respectful rapport with regular guests.
- Ensure guest privacy and security, respecting confidential information.
- Ensure service value and exceed guest experiences.
Working with others:
- Work as a strong and committed team member and colleague.
- Participate and support managers, supervisors and associates providing feedback as needed.
- Establish and maintain open, collaborative relationships within the team.
- Ensure that the highest standards of personal hygiene are maintained.
Management:
- Attend training as required.
- Be on duty as scheduled.
- Ensure professional working relationship with all departments of the hotel as main contact person for the daily operation of the Front Office department.
- Liaise with maintenance and housekeeping on all matters that may concern them.
Quality Awareness:
- Ensure that guests receive prompt cordial attention.
- Ensure to be groomed as specified.
- Be fully aware of all functions taking place in the hotel at any given time while on duty.
Experience:
- Reception (1 Year Preffered)
- Opera PMS (1 Year Preffered)
Job Types: Full-time, Contract, Permanent
Work Location: In person