Receptionist Zones

DEPARTMENT: Front Office

REPORTING TO: Reception Manager

JOB SUMMARY: To convey a professional and efficient welcome to guests. To handle check-in and check-out services for the guests and assists them with their requests during their stay.

DRESS/APPEARANCE: Must adhere to hotel grooming standards and personal hygiene levels at all times. Uniform to be clean and well maintained.

DUTIES AND RESPONSIBILITIES:

Includes the following. Other duties may be assigned:

1. To ensure that entire Front Office (both front and back of house) and the surrounding areas are clean and well maintained at all times

2. To ensure that the entire guest experience is managed smoothly and professionally at all times by the front of house team

4. To read and follow up on information from the log book and handover.

5. To be aware of up-to-date room rates, packages, discounts, promotions and their operational details.

6. To develop a through knowledge of:

• Front Office System and Reports
• Room types and locations
• Hotels’ staff and services and operating hours

7. To have knowledge about how to make and change reservations.

8. To be aware of the hotel’s ‘current business’ (arrivals, departures, occupancy, conferences etc)

9. To run “Back Up Reports “ for every shift

10. To understand and follow up mail, package and message handling procedures.

11. To ensure guests are given appropriate directions to locations on hotel premises and to guest rooms.

12. To ensure the Guest Relations Department is informed of the arrival of VIP’s.

13. To make room changes where necessary, ensuring the necessary procedure is followed.

14. To ensure that communication regarding changes, requests and current room situation are made to the housekeeping department.

15. To ensure that all guests are dealt with in a courteous, friendly and efficient at all times.

16. To ensure that all registration details are update in the computer system.

17. To ensure that any updates or special notes/requests for the guest and frequent flyer card numbers to the profile field and saves the information for future reference.

18. To follow up on late departures.

19. To be conversant with cash handling procedures.

20. To ensure that items are posted manually if there is an interface problem.

21. To complete currency change for in-house guests.

22. To check out guests and ensures the following attachments and details are complete:

· Billing address is complete

· Travel Agent voucher covers the services being billed

· Credit card voucher has been imprinted and completed correctly and signed .

23. To ensure that all guest complaints are handled appropriately, informing management where necessary.

24. To promote the selling of high rated rooms.

25. To be fully and conversant with and follow the fire and safety regulations of the hotel.

26. To performs other duties as requested by their supervisor.

27. To be fully conversant with:

· The Hotel Fire & Bomb Procedures

· The Hotel Health & Safety Policy Procedures