Job Summary

We are looking for a pleasant Front Desk Representative to undertake all receptionist and clerical duties at the desk of our main entrance. You will be the “face” of the company for all visitors and will be responsible for the first impression we make.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

Front Office / Night Audit (Age 21–30 yrs)

Job brief

The ideal candidate will have a friendly and easy going personality while also being very perceptive and disciplined. You should be able to deal with complaints and give accurate information. A customer-oriented approach is essential.

The goal is to make guests and visitors feel comfortable and valued while on our premises.


Main Job Duties and Responsibilities

  • welcome and greet guests
  • answer and direct incoming calls
  • inform guests of hotel rates and services
  • make and confirm reservations for guests
  • ensure proper room allocation
  • register and check guests in
  • confirm relevant guest information
  • verify guest's payment method
  • verify and imprint credit cards for authorization
  • issue room keys and direct guests to their rooms
  • maintain clear and accurate records of guest room bookings
  • compute all guest billings, accurately post charges to guest rooms and house accounts
  • receive and transmit messages for guests
  • retrieve mail, packages and documents such as faxes for guests
  • listen and respond to guest queries and requests both in-person and by phone
  • provide accurate information about local attractions and services
  • liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
  • complete and maintain any incident reports, daily activity reports or other reports requested by management
  • manage conference room bookings and scheduling
  • close guest accounts and check guests out
  • review accounts and charges with guests during the check-out process
  • process accurate payment of guest accounts
  • inform housekeeping when rooms have been vacated and are ready for cleaning
  • monitor visitors to the hotel
  • enforce rules and policies of the hotel
  • maintain a neat and orderly front desk and reception area


Education, Skills and Experience

  1.  diploma or equivalent in hospitality field
  2. guest/customer relations experience, preferably in a hospitality environment
  3. strong working knowledge of relevant computer software including MS Office and booking and payment systems
  4. numeracy skills
  5. administrative skills

 

Key Competencies and Qualities

  • customer service orientation
  • attention to detail and accuracy
  • planning and organizing
  • ability to multitask and prioritize
  • professional appearance and attitude
  • effective verbal and written communication skills
  • ability to handle stress and stay calm under pressure
  • conflict resolution skills
  • decision making and judgment skills
  • team work
  • flexible regarding work schedules
  • ability to respond appropriately to diverse customers and guests

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