Answer telephone calls and provides a well-mannered reply to all telephone callers in a professional manner.
Properly handle all incoming faxes.
Must maintain good professional relationship with other departments like housekeeping, F & B Service, Laundry, Room Service, Engineering, Sales, Marketing, Accounting, Security etc.
Must remain polite, cautious, decent while talking over telephone and maintain smile all through what will reflect on your voice.
To provide proper information about functions of different amenities, department or staffs.
To know and keep record of all departments extension numbers, department head’s telephone numbers and if possible their private numbers so that in times of emergency they can be reached swiftly.
Provide through and accurate information about different services, amenities or features that the hotel provides.
Keep working area clean and make sure all equipment are functioning properly.
Properly perform all daily functions instructed by supervisor and written on hotel’s SOP.
Carefully handle all telephone equipment and maintain proper telephone handling procedure set by hotel authority.
Mainly responsible to handle all incoming and outgoing calls at front desk of the hotel.
Must listen to all guest complaints. Properly and professionally handle all complaints and if required seek help from seniors.
Assist guest in various occasions like making long distance call, arrange seat booking in local train etc.
Properly switch call to proper department.
Bill outgoing faxes.
If guests request then arrange conference calls.
Take wake up call service request from guests.
Take notes, messages through telephone and properly deliver to appropriate guests.
Handle paging system of the hotel.
Properly use all front desk equipment.
Receive telephone call within 3 rings.
Be familiar with different hotel terminologies and glossaries.
Provide timely wake up call service to in-house guests.
Must refer big administrative or operational problems to your supervisor or department head.
Make proper record of the major guest complaints and ensure assistant front desk manager or front desk manager knows the issue.
Make record of wake up call services provided to guests.
Must follow all telephone etiquette set by the hotel.
Properly handle all telephone charges by guests and employees.
If there is no automatic system in the hotel, so, in case of manual system, update the guest information rack so that guest room’s updated status can be obtained at any time.
Carefully handle all emergency situations like call to doctor when guests feel seek or call to fire stations when there is fire in the hotel and fire alarm is being rung, call to proper authority to handle terrorist threat or bomb threats etc.