Job Summary

Welcome guests, check guests in and out of the hotel, deal with guest queries, provide prompt and professional guest service to meet guest needs and ensure guest satisfaction.

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

Job Description

Reports To: Front Office Supervisor

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 on the Reservation System
•    Ensure proper room allocation
•    Register and check guests in – using technology
•    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
•    Have the ability to check the online channel manager and to block, book and manage online bookings
•    Maintain clear and accurate records in the Hotel Management Reservation System 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 emails 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 and maintain good guest ledgers
•    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
•    Should have diploma or University Degree
•    Guest/customer relations experience, must be in a Hotel in Front office
•    Must have working knowledge of relevant Chanel Managerand Hotel Management Software – eg Micros or eZee Software is a pre-requisite
•    Experience of at least two years in a similar position in the full service hotel or hospitality industry.

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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