Job Description

Reporting to:Front Office SupervisorDuties and Responsibilities:

• Achieve positive outcomes from guest queries in a timely and efficient manner.
• Ensure an efficient reception experience for guests, including check in/out, and complete audit procedures, as required.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check, cashing, and cash handling policies and procedures.
• Use the correct procedures regarding the acceptance of credit cards and cash in accordance with the hotel credit policy.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling and up-selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins and special requests.
• Possesses a working knowledge of reservations procedure. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage, maintains and supervises access to safe deposit boxes.
• File manual door keys.
• Knows how to use front office equipment.
• Process guest check-outs.
• Performing cashier related functions like bill/invoice settlement and posting charges to guest accounts.
• Follows procedures for issuing external safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Inform guest of the room safe and mini-bar key and room key procedures.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax-exempt guests and attach the form to registration card.
• Direct Concierge Assistant to escort guest and transport their luggage to the room.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Attend appropriate training courses, when required, and assist with the hotel's training and development efforts.
• Reports any unusual occurrences or requests to the Front Office Supervisor.
• Knows all safety and emergency procedures, is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Uses proper mail, package, and message handling procedures and record details.
• Advise guest of any messages, mail, packages, etc. received for them.
• Ensure that the Front Office Supervisor is kept fully aware of any relevant feedback from guests and, or, other departments.
• Demonstrate a high level of customer service at all times.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Follow company brand standards.
• Assist other departments, as necessary.
• Perform other tasks assigned by Front Office Supervisor, as necessary.

Qualification / Competency Requirement:

• Graduate of any 4-year course
• At least one-year experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency
• Previous experience in cash handling
• Conflict resolution experience

Job Type: Full-timeSchedule:

• 8 hour shift

Application Question(s):

• What is your expected salary?

Education:

• Bachelor's (Preferred)

Experience:

• customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)