POSITION SUMMARY:
A front desk receptionist should work well with other front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. A front desk receptionist should respond in a professional and courteous manner to arriving, departing and in-house guests. Provides accurate and timely information and services.
As a receptionist you will be a role model, sharing your expertise and continually inspiring teammates. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
DUTIES AND RESPONSIBILITIES:
Always ensure outstanding customer care.
Maintains a friendly, cheerful, and courteous demeanour at all times.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Supervise daily shift process ensuring all team members adhere to standard operating procedures.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Allocate rooms to expected arrivals after checking the guests' preferences and special requests.
Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
Operates the PABX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
Cross Check all billing instructions are correctly updated
Controls cash transactions at the front desk and maintain complete responsibility for personal bank details.
Performs other duties as assigned, requested, or deemed necessary by management.
Ensure Front office hand over book is always updated.
Ensures safety by following guest check in and security procedures and reporting suspicious activity to security or manager.
Participate in all relevant training.
Takes responsibility in the absence of a duty manager or front office manager.
Master the use of the front office operating system (HotSoft).
Minimum Requirements
Grade 12 certificate
Hospitality Management Qualification will be an advantage
Minimum 1-2 years in a similar role
Excellent communication skills
Ability to work as part of a team, as well as independently
Attention to detail
Ability to work flexible shifts
