Job description
Assistant Head of Reception
MISSION: Support the department head in developing and implementing the departmental strategy established at the hotel, committed to achieving excellence in customer satisfaction and optimizing the economic and human resources under their responsibility.
What will you have to do?
• Ensure that all tasks by Front Office staff are completed as needed to facilitate service.
• Support the Front Office Manager in assigning specific tasks to team members as they arise.
• Ensure all reception policies and procedures are followed.
• Verify that all operations and cash handling are performed according to established policies and procedures.
• Maintain constant communication with the housekeeping department.
• Keep up-to-date information on pricing, rates, special offers, packages, programs, etc., ensuring that all staff are trained in all areas.
• Analyze, investigate, and resolve guest complaints.
• Understand and exceed guests' expectations and needs.
• Perform receptionist tasks as needed to facilitate service.
• Ensure that guests receive prompt and efficient check-in and check-out services. Be knowledgeable in the digital check-in process to assist guests accordingly.
• Ensure all customer inquiries or requests are handled politely and efficiently within acceptable time frames.
• Ensure that internal and external telephone requests are handled optimally and efficiently, particularly when the hotel lacks a centralized Guest Service Line.
• Be responsible for maintaining guest profiles to keep an accurate source of information on each guest's needs and preferences.
• Support, uphold, and enforce hotel service standards.
• Ensure the cleanliness, availability, and good working condition of equipment and supplies.
• Maximize hotel sales and revenue by promoting upselling, encouraging sales culture, and promoting outlets, services, etc.
What are we looking for?
• At least 2-3 years of experience in a similar role
• High level of English and the knowledge of a second language will be a plus
• University degree in Hospitality
• Knowledge of PMS Opera Cloud would be a plus
• Knowledge of hotel operations.
• Advanced proficiency in the Microsoft Office Suite
• Skills in handling complaints and claims.
