Be fully conversant with all hotel facilities and services.
To process check-in and check-out according to the hotel policies and procedures.
To complete the guest’s registration form and ensure all details are accurately captured.
Courteously and promptly handle all reservations enquiries on phone, emails, etc.
Act on flags and special requests.
Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
Answer queries on house facilities and places of tourist interest.
Assure accountability for cash float issued.
Maintain confidentiality with regard to guest's personal information.
Provide assistance to guests on all matters relating to their stay.
Act on any complaint received.
To ensure that the hotel’s credit and payment policy is adhered at all times.
Maintain cash float & reconcile daily
Follow up payment of in house accounts.
Internal Business Process
Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
Prepare room discrepancy report and ensure a double checking is made with housekeeping and change of status.
Communicate all departures to housekeeping promptly
Ensure that all irregularities are reported to your immediate supervisor.
Report keys not retrieved or lost to Front Office Manager.
Oversee work performance of new CREs when it comes to posting, audit and cash balance reporting.
Help train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the front office department.
Communicate effectively with all other departments.
Attend meetings, training sessions and any other required meeting or training session.
Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.
Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.
Proactively display and embrace the Company’s Values
KEY RESULT AREAS
All client requests are acted on and in accordance with service standards.
Maintains a professional and organised work environment
Guest satisfaction feedback.
Accuracy of work, cash handling and financial.
Personal presentation and commitment to the company's core values.
Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable
Previous hotel front desk experience
Competent Word, Excel, PowerPoint and hotel PMS
Competent Oral and Written English Communication Skills
Strong organisational and work co-ordinating skills to handle multiple assignments and projects
‘Can do’ attitude and a high level of energy Self-motivated and able to manage with strong initiative Professionally groomed Able to work under pressure and on shift schedule Adaptable to change Sense of humour
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