General Purpose
To be responsible for the smooth and efficient running of the Front Desk operation, ensuring maximum guest satisfaction whilst adhering to the Hotel Brand Standards. To be responsible for the overall protection of hotel property and to ensure the safety and security of guests and employees during shifts.
Main Duties
Check online comments (Trip advisor, Booking.com etc) and investigate issues then report to the manager
Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
Perform Check in & Check Out at the reception
Ensure VIP rooms are ready, checked and all in order prior arrival
Attend guest requests and take action accordingly
Handle issuance of guest room key cards and ensure effective control for guest security.
Ensure guest comments are investigated and reply back to guest accordingly
Assist Hotel Manager on Duty when/if required.
Register and process check in for all arrivals
Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
Maintain daily courtesy call sheet and share feedback/action with the manager
Encourage rooms & breakfast upselling daily to the team and share result and feedback
Assist in Task Force Teams for new openings
Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
Carry out any other reasonable task (which may not be stated here) as requested.
Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
Attend and chair the daily briefings.
Attend management morning briefing if needed/requested
File daily reception report and documents systematically.
Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
Co- ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of theoperations.
Other duties as assigned.
Check Hotel situation, occupancy, functions, groups, MIPs
Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
Handle guest complaints and take action immediately to ensure satisfaction is delivered
Announce VIP rooms to Housekeeping and F&B departments
