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
