As part of the ‘first impressions’ team you will be responsible for welcoming guests to the hotel and extending the warmth of our hospitality. A desirable candidate is naturally enthusiastic, possesses a winning smile and display genuine care and understanding in all business dealings.
KEY DUTIES AND RESPONSIBILITIES Customer
- Be fully conversant with all hotel facilities and services.
- Process check-in and check-out according to the hotel policies and procedures.
- Complete the guest’s registration form and ensure all details are accurately captured.
- Courteously and promptly handle all reservations enquiries on phone, emails, etc.
- Act on flags and special requests.
- Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
- Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
- Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
- Answer queries on house facilities and places of tourist interest.
- Assure accountability for cash float issued.
- Maintain confidentiality with regard to guest's personal information.
- Provide assistance to guests on all matters relating to their stay.
- Act on any complaint received.
Financial
- Ensure that the hotel’s credit and payment policy is adhered at all times.
- Maintain cash float & reconcile daily
- Follow up payment of in house accounts.
Internal Business Process
- Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
- Prepare room discrepancy report and ensure a double checking is made with housekeeping and change of status.
- Communicate all departures to housekeeping promptly
- Ensure that all irregularities are reported to your immediate supervisor.
- Report keys not retrieved or lost to Front Office Manager.
Human Capital
- Oversee work performance of new CREs when it comes to posting, audit and cash balance reporting.
- Help train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the front office department.
GENERAL
- Communicate effectively with all other departments.
- Attend meetings, training sessions and any other required meeting or training session.
- Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.
- Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.
- Proactively display and embrace the Company’s ROC.IT Values.
QUALIFICATIONS /TECHNICAL COMPETENCIES
- Formal qualification in hospitality supported by prior experience in an international standard hotel is essential. Candidates should demonstrate success and growth in their career eg: management and guest commendations, and a track record of training development.
- ?Formal education in Hotel Management or any equivalent education or formal training accomplished from a recognized institute.
- high level proficiency in Opera and other related hotel PMS applications is a must.
- Be able to communicate effectively and clearly in English language both spoken and written.
- Able to work effectively under pressure and manage multiple tasks
- Able to respond to guest special requests and complaints Possess a professional outlook commensurate with a 5 star hotel environment
- Possess a minimum 2 years previous experience in reception/cashiering in a 4/5 star hotel.
