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PRIMARY OBJECTIVE OF POSITION
To increase customer satisfaction by providing efficient, prompt trouble free and courteous Front Office service connected with arriving, and in-house guests, in line with the hotel’s guidelines, and corporate guidelines and service concepts.
TASKS, DUTIES AND RESPONSIBILITIES
PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS
• Is available to register, process, and greet customers promptly
• Checks the daily arrival list
• Welcomes customers to the hotel
• 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 Bell staff, Housekeeping, Reservations and Room Service
• Allocates rooms and issues appropriate keys
• Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
• Changes room rates and guest rooms if approved by Service Manager
• Handles incoming guest room reservations
• Handles reservations for guests with rental cars, restaurants, etc.
• Is aware, at all times, of current room status and room availability
• Is fully aware service concepts.
• Is fully aware of, and knows how to handle, all current and future hotel promotions
• Utilises yield management to maximize room revenue
• Increases hotel revenue by promoting food and beverage alternatives within the hotel
• Knows the names of key people
• 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 cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting and Service Manager
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Communicates effectively with guests, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Handles difficult situations effectively
• Communicates open and closed dates, availability and condition of rooms to the Service Manager
• Keeps effective 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
• Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager immediately for appropriate follow-up
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
• Is fully conversant with the hotel reservation system
• Is able to operate switchboard, telefax, key 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 and Controller
• Ensures that guest details are not disclosed
• Maintains high confidentiality in regards to guest privacy
• Reports any suspicious behavior of guests and staff to the Service Manager, and Security
• Notifies Service Manager and Executive Housekeeper regarding lost and found objects
• Ensures that all potential and real hazards are reported appropriately immediately
• 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
• Anticipates possible and probable hazards and conditions and notifies the Service Manager
• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct
MISCELLANEOUS
• Assists the Service Manager when requested
• Attends meetings and training required by the Service Manager
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
• Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager
• Continuously seeks to endeavor professionalism in own job function
• Knows: -
-Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
- Hotel and corporate marketing and promotional programs
- Corporate clients and clients generating high business volume
Multi-tasking
Data Entry
Computer Skills
Flexibility
Organization
Attention to Detail
Communication
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.