Provides guests with assistance at the front desk during the check- in and check- out processes and throughout their stay:
Stays current with developments in the hotel by reviewing and updating the communication log.
Ensure all guest account details are correct and accurate.
Responds to customer inquiries for information.
Develop good open communication and rapport with all guests. Recognize return guests and ensure all guests expectations are met and exceeded at all times.
Arranges for services requested by the guest by working with other departments as appropriate.
Keeps current on hotel accommodations, services and area attractions.
Greets guests and processes hotel registration.
Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:
Offers guests updates to rooms and promotes hotel amenities, food and beverage outlets and services.
Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Financial Controller.
Processes customer credit at check- in in accordance with hotel policy.
Obtains appropriate approvals and signatures.
Makes reservations in accordance with hotel’s yield management practices.
Identifies and records special billing instruction and notifies Accounting.
Other responsibilities include:
Attends any training programs as directed or requested.
Liaising with housekeeping to ensure information is passed on for room requests and special requests.
Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is accurate and without discrepancy.
Keeps Hotel Manager informed of all problems or unusual matters of significance.
Keeps abreast with the hotel’s daily banquets, functions and activities.
Accurately processes maintenance requests.
Adheres to rate restriction periods.
Ensure work area is keep neat and tidy.
Maintains policies and procedures to ensure the lowest level of loss is maintained.
Accepts responsibility for accurately maintaining cash float.
Attends Front Office communication meetings to maintain solid teamwork and a sharing of goals.
Use the Brand technique for answering the telephone.
