Reports To: Front Office Supervisor / Executive/Duty manager
Areas of Responsibility:
Creates 100% guest satisfaction by exceeding guest expectations:
Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee.
Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:
Develop good open communication and rapport with all guests. Recognize return guests and ensure all guests expectations are met and exceeded at all times.
Responds to customer inquiries for information.
Arranges for services requested by the guest by working with other departments as appropriate.
Stays current with developments in the hotel by reviewing and updating the communication log.
Maximises revenue cash flow by promoting hotel services and adhering to credit and inventory control processes:
Offers guests updates to rooms and promotes hotel amenities, food and beverage outlets and services.
Processes customer credit at check-in in accordance with hotel policy.
Identifies and records special billing instruction and notifies Accounting.
Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Finance.
Obtains appropriate approvals and signatures.
Other responsibilities include:
Liaising with housekeeping to ensure information is passed on for room requests and special requests.
Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is accurate and without discrepancy.
Accepts responsibility for accurately maintaining cash float.
Use the brand technique for answering the telephone.
Ensure work area is keep neat and tidy.
Keeps abreast with the hotel’s daily banquets, functions and activities.
Attends Front Office communication meetings to maintain solid teamwork and a sharing of goals.
Maintains policies and procedures to ensure the lowest level of loss is maintained.
Adheres to rate restriction periods.
Attends any training programs as directed or requested.
Accurately processes maintenance requests.
Keeps Room division Manager informed of all problems or unusual matters of significance.
At all times keeps a favorable image of the Brand.
Adhere to hotel policies and procedures, including personal presentation, grooming and hygiene.
Actively support and promote Workplace Health and Safety within the work environment.
Perform any other reasonable duties as directed by your Department head, the General Manager or his/her designate.
Maintain hotel and guest security and confidentiality at all times and reports any relevant information to a supervisor or manager.