Job description
Mission: To manage properly all the activities related to Front Office Department.
What will I be doing?
• Check-in and check-out hotel guests in a timely and professional manner.
• Process all payments according to established procedures.
• Welcome guests in a friendly, prompt, and professional manner.
• Register guests, issue room keys and provide information on hotel services and room location.
• Up-sell rooms, when possible, to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures.
• Ensure that the desk premises are always kept tidy, clean and maintained.
• Assist the night team if required, due to sick leave or vacation leave of any team members.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints.
• Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Efficiently use the different customer experience management tools.
• Perform Courtesy calls to guests prior to arrival, during the guest stay, and after departure if required.
• Manage Online and Phone reservations, confirm reservations and cancellations.
• Assist other departments with the delivery of room amenities/gifts if necessary.
• Inspect rooms from a housekeeping perspective if necessary.
• Assign room according to guest request and preferences whenever possible.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Provide luggage assistance upon arrival and departure.
• Answer incoming calls and place outgoing calls, direct calls to guest rooms, staff, or departments.
• Assist the Front Desk Management with administrative tasks.
• Escort guests and clients to rooms or other hotel facilities.
• Perform other duties as assigned.
What are we looking for?
• Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.
• Must be fluent in English; other languages are preferred.
• 1-year experience in a fast environment in the same or similar position in a hotel/resort.
• Passionate for Hospitality and with a strong attitude to interpersonal relationships
