Responsible for providing a personalised guest room service to all guests.Ensuring guest satisfaction and efficiency of check in and check out.
PERFORMANCE REQUIREMENTS
Technical
• Delegation skills
• Organisational skills
• Keyboard/Computer skills
• Professionalism
• Communication skills (written/verbal)
• Initiative
• Strong Technical skills
• Guest focus
• Problem solving skills
• Effective complaint handling
• Excellent telephone manner
• Selling skills
• Quality awareness
Behavioral
- Pursue increased responsibility.
- Corporate with other departments.
JOB RESPONSIBILITIES
1. Answers incoming calls according to hotel standard, connects them to the appropriate extensions and takes down messages when necessary.
2. Handles wake-up calls and requests for directory assistance from guests; gives general information to guests through phone 3. Handle booking confirmation when reservation is not availlable.
4. Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures.
5. Responsible for making daily report to policeman.
6. Controlling and issuing VAT invoice according to hotel policy.
7. Giving general information and handling out keys to guests.
8. Liaise with other departments on behalf of the guest and follow up to ensure all requests have been actioned to the guest’s satisfaction.
9. Regular print-out of back up reports on a shift to shift basis.
10. Works closely with Housekeeping for an efficient turnaround of rooms and room status.
11. Effectively communicate and disperses all and any relevant information via shift handover, log books, guest history, flag.
12. Ensures Receptionist have balanced their work prior to their departure
13. Ensures that all billing instructions are accurate and clear.
14. Reports any potential credit risks immediately to Front Office Manager
15. Maintains and Balances float ensure that all kinds of notes availlable when guests request.
16. Ensures there is sufficient supply of stationary and hotel keys.
17. Assist with the co-ordination of the day to day operations of the Reception Desk according to Front Office Standards and Procedures.
18. Review all in-house accounts to ensure correct room rates are charged.
19. Encourage selling of Hotel outlets and facilities.
20. Effectively deal with guest problems and complaints immediately.
To summarize, it is not the intention of this Job Description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all employees are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the Hotel.
Trada (www.letankhachsan.net)
About HaLeVan
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