Job Description
Job DescriptionDescription:
Responsible for assisting our guests and members efficiently, courteously and professionally in all Front Office related functions.
General Hospitality Job Responsibilities
- Maintain hotel’s Quality Customer Service standards and uphold the mission statements through the strict follow up of the Hospitality Rules.
- Maintain and abide to time clock rules, report to work area on time.
- Keep high grooming standards at all times and keep work area clean and safe.
- Wear, maintain and follow uniform standards at all times.
- Must become familiar and proficient in all aspects of the property, departments, locations, hours of operations, rooms, activities, etc. respond to guests accurately.
- Use guest etiquette at all times.
- Follow proper Handling Inquiries/Requests and complaints standards, and maintain the guest satisfaction rule at all times.
- Use proper telephone etiquette and answering techniques when answering the telephone.
- Anticipate guest’s needs, respond promptly and acknowledge all guests, at all times.
- Maintain positive guest relations at all times.
- Follow proper emergency and safety procedures at all times.
- Assist all disabled guests, catering to their special needs as much as possible.
Essential Duties and Responsibilities
- Monitor red flag report for guest complaints, comments or problems, within 20 minutes
- Monitor room availability status and house count
- Handle walk-in guests according to hotel procedures
- At check-in: locate reservation/registration card, review reservation information, check for vouchers and register guest in computer
- Issue safety deposit boxes according to procedures
- Give guests correct location and orientation to hotel facilities and services
- Arrange bell services for check-in and check-out guests
- File registration cards according to procedures
- Communicate with Guest Relations Manager on repeat guests, to ensure proper welcome and special amenity
- Handle all V.I.P.’s according to set rules
- Verify all complimentary room requests for required approval signature
- Handle all guests on special packages according to procedures
- Accommodate all disabled guests according to their needs
- Separate room/tax and incidental accounts according to set rules
- Handle rate changes efficiently
- Handle room change requests to guest satisfaction, identify reason for change and follow-up if there is any problem
- Handle all guest complaints professionally and courteous
- Monitor bell stand telephone and log and assist where necessary
- Take all guest messages using proper telephone handling standards
- Handle all wake-up call according to procedures
- Pick-up contract bank/floating bank
- Make change for hotel patrons, and cash travelers following guest procedures
- Process miscellaneous charges and paid outs
- Check-out guests according to standards: initiate guest check-outs, check for late charges, present folio, handle dispute charges efficiently, settle guest account and collect keys
- Ask all guests feedback on hotel experience and recommend to fill Guest Comments card
- Handle all charges after departure as instructed
- File all room keys if applicable
- Strictly follow procedures for cashiering, cashier’s report, drop envelop and secure bank
- Review following day’s arrival report, block rooms and handle V.I.P requests and block special requests
- Pre-register V.I.P’s
- Be familiar with the property’s fire and emergency program
- Any other reasonable duties as required
Requirements:
Qualifications
- High School Diploma or equivalent
- Fluent in English,
Knowledge, Skills and Abilities
- Excellent computer skills
- Excellent communication skills
- Ability to focus attention to detail
- Ability to solve problems and follow up
- Customer-oriented
- Pleasant personality
- Team player spirit
Working conditions
This position works in the usual front desk and lobby environment with the usual considerations to space, lighting and air conditioning.