POSITION SUMMARY
- Acting as the point of reference for guests who need assistance or information.
- Understanding customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
- Welcoming customers upon arrival and bidding farewell upon departure.
RESPONSIBILITIES
- Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed.
- Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events.
- Meet and greet hotel guests warmly and courteously.
- Assist guests with all inquiries, both hotel and non- hotel related.
- Promote in house service and facilities.
- Receive telephone calls and take messages for guests who are out, in accordance with hotel policy.
- Ensure cleanliness of work area and clean your work area prior to departing.
- Abide by established work schedules.
- Provide guests with all information on transportation, tours, city, and restaurants either through sales, reconfirmation or bookings.
- Co- ordinate the reservations of meeting room.
- Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy.
- Maintain detailed knowledge of the activities of the day and alert to any potential problems.
- Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests.
- Handle complaints promptly and follow up thoroughly on action taken.
- Conduct effective shift briefings to ensure hotel activities and operational requirements are known.
- Update airline schedules and guides the guest whenever requested.
- Record incoming registered mail, telegram, parcel, telex in appropriate file.
- Consult Log Book for information/request left by outgoing shift.
- Frequently check email, message of expected guests against the system/computer and expected arrivals.
- Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards.
- Update traffic sheets / Transportation report accurately.
- Answer all guests’ queries regarding meeting room rates, fax, copy machine, computer technology and all equipment efficiently and politely.
