SUMMARY:
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POSITION INFO:
Position Summary:
As Front Office Receptionist you are responsible for providing a friendly, welcoming and efficient
service to all hotel guests, in line with the client vision and values on customer satisfaction.
The main purpose of hotel receptions is to respond courteously to guests’ requests, provide excellent customer service and play an important part in the overall operation of the hotel.
Duties:
- Must exhibit an excellent service attitude and be willing to go out of their way to accommodate the guests and exceed their expectations.
- Must be flexible and able to adjust to meet the changing needs of guests.
- Must maintain a level of professionalism and communicate effectively.
- Must show enthusiasm for the job, front office and the hotel.
- Must be considerate, patient and willing to help out fellow employees.
- Must have a good self-image and be able to command the respect of the employees.
- Must be able to tolerate pressure and work calmly and efficiently during busy times.
- Must handle guest complaints according to policies and procedures.
- Possess the highest work ethics, personal morals and honesty beyond reproach.
Knowledge and Abilities:
- A friendly and welcoming approach
- High standards of dress and presentation
- Ability to remain calm during difficult situations or in a very busy environment
- The ability to work unsupervised
- Excellent interpersonal skills, including a pleasant telephone manner
- Good administrative skills and the ability to use email and booking systems / Protel knowledge
- Good team working skills.
- Strong work ethic
- Flexibility
- Previous hotel reception experience
- Previous customer service experience
- Previous experience in hospitality
- Experience in Protel
- Previous experience in Health & Safety, First Aid etc.,
Key Duties and Responsibilities:
- To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
- Check-in and check-out of arrival guests/groups
- To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
- To deal with guest requests to ensure a comfortable and pleasant stay.
- To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
- To be responsible for accurate and efficient accounts and guest billing processes.
- To assist in keeping the hotel reception area clean and tidy at all times.
- To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
- To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
- To ensure that all reservations and cancellations are processed efficiently.
- To keep up to date with room prices and special offers to provide accurate information to guests.
- To assist with concierge related duties such as arranging transfers, excursions etc for guests.
- To report any maintenance, breakage or cleanliness problems to the relevant manager.
- To administer the general petty cash system and float in an accurate manner.
- To undertake all training as required (eg, first aid, health and safety, customer service).
- To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
- To undertake any other ad-hoc duties relevant to the post, as and when required.
- To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
