Have a minimum of 3 years of experience in a similar role.
Have comprehensive knowledge of Opera.
Be mature and customer focused.
Responsibilities
Plan and supervise the day-to-day operations of the Reception section, including guest arrivals and departures, room sales, room assignments for VIPs, groups and crews, and room registrations.
Ensure guests receive prompt, cordial attention and personal recognition, and resolve related problems.
Handle guest requests and complaints politely and efficiently, instruct relevant staff as needed, maintain a record of guest complaints, and follow up when necessary.
Liaise and coordinate with various departments to ensure guest information is accurate, including rates, room types, billing, and requests, and oversee that guests’ specific requirements are addressed efficiently.
Control room availability for walk-ins and establish accountability for guests’ departure dates and times.
Follow up with Housekeeping on unresolved room discrepancies.
Maintain reservation procedures for same-day arrivals.
Check arrival folios, follow up on the credit standing of walk-in guests, and verify account validity in accordance with company instructions.
Check billing instructions and guest credit for accuracy, and follow up to resolve related issues.
Understand and carry out duties in line with Hotel Emergency Procedures.
Inspect guestrooms daily.
Respond promptly to operational requests from Front Office and other hotel departments.
Perform other ad hoc duties as assigned.
Reporting to the Front Office Manager, the incumbent in the position is responsible for supervising the operations at the reception. He/she will support and assist the Front Office and other departments to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.
Plan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
Control room availability for walk-ins and establish accountability for guests’ departure dates and times.
Follow up with Housekeeping any unresolved room discrepancies.
Maintain reservation procedures, same day arrivals.
Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
Understand and carries out duties in line with Hotel Emergency Procedures.
Inspects guestrooms on a daily basis.
Responds promptly to any operational requests from Front Office and other hotel departments.
Other ad-hoc duties as assigned.
Warm, pleasant, friendly and confident, with good interpersonal skills.