DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS
* Be familiar with all guest rooms to ensure rooms sales are maximised in accordance with selling strategies.
* Process all cashiering transactions in accordance with Front Office Accounting Standards.
* Responsible for float and ensure all accounting procedures are adhered to.
* Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly
* Follow all Credit Policy and procedures
PEOPLE:
GUEST EXPERIENCE:
Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.
* Be aware of functions, facilities, promotions and events taking place in the hotel
* Receive, process and confirm all reservations whether inbound or outbound
* Maintain all documentation as required.
* Liaise and follow up any actions required for guests.
* Control and monitor the allocation of rooms
* Courteously handle all incoming and outgoing telephone calls for guests and staff
* Ensure correct billing of all telephone charges to guests and monitor all administration extensions
* Process wake up calls
* Maintain guests voice mail system and manual message system
* Maintain all additional equipment required for all voice communication
* Receive guest enquiries and appropriately handle and log
* Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.
* Maintain parcel log and follow procedures.
* Maintain log for all incoming / outgoing keys.
* Maintain privacy of guests with reference to room numbers, names, nationality, etc.
* Weekly safe box inventory.
* Update guest registration cards, update guest profile.
* Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy
RESPONSIBLE BUSINESS:
