KEY RESPONSIBILITIES:

• Provides courteous service to customers by operating the switchboard according to standards.
• Communicates clearly and courteously.
• Demonstrates fluency in the use of equipment.
• Transfers incoming calls promptly to the appropriate extension.
• Assists customers make long distance calls by instructing them on the appropriate procedures and/or placing calls for them.
• Responds to customer questions regarding the hotel, in-house facilities and local events.
• Provides courteous, prompt and accurate inter-hotel communications to staff and customers.
• Takes and delivers accurate and complete messages.
• Insures customer is awakened as requested by accepting, recording and executing wake-up calls.
• Communicates with authorized employees by using paging system and/or radio.
• Follows established hotel security and safety policies as required.
• Identifies and forwards incoming faxes, customer mail, packages and messages promptly.
• Prepares lists and reports as requested.
• Checks the daily arrival list.

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

·Is fully conversant with the hotel reservation system

·Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

·Ensures that own cash is secure at all times

·Ensures all discrepancies in own cash are declared to the Service Manager and Controller

·Ensures that guest details are not disclosed

·Maintains high confidentiality in regards to guest privacy

·Reports any suspicious behavior of guests and staff to the Service Manager, and Security

·Notifies Service Manager and Executive Housekeeper regarding lost and found objects

·Ensures that all potential and real hazards are reported appropriately immediately

·Fully understands the hotel’s fire, emergency, and bomb procedures

·Follows emergency procedures to provide for the security and safety of guests and employees

·Works in a safe manner that does not harm or injure self or others

·Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations

·Anticipates possible and probable hazards and conditions and notifies the Service Manager

·Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

MISCELLANEOUS

·Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift

·Keeps logbook for the telephone function, and updates log book for next shift

·Is aware of current room availability

·Is fully aware of Radisson Blu service concepts

·Is fully aware of current hotel promotions

·Knows the names of key people within Radisson Blu

·Communicates effectively with customers, colleagues, and supervisors

·Demonstrates teamwork by co-operating and assisting Front Office as needed

·Uses the ABC approach to respond to negative comments and complaints; and transfers complaints to the appropriate manager

·Attends meetings and training required by the Service Manager

·Accepts flexible work schedule necessary for uninterrupted service to hotel guests

·Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager

·Continuously seeks to endeavor professionalism in own job function