Receptionist

Job Description

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

Qualifications

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.