Front Office Receptionist

Bachelor of Hotel Management(Hotel Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Job Summary

Process all guest check-ins, check-outs, room assignments, and room change / late check-out requests. Secure payment; activate / reissue room keys. Ensure rates match market codes, document exceptions. Verify / adjust billing for guests. Communicate with appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests / visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention / Security of any reports of theft.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to managers; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

KEY DUTIES AND RESPONSIBILITIES

Safety and Security

Report work related accidents, or other injuries immediately upon occurrence to manager / supervisor.

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Maintain awareness of undesirable persons on property premises.

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Identify and correct unsafe work procedures or conditions and / or report them to management and security / safety personnel.

Policies and Procedures

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person / department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Provide assistance to coworkers, ensuring they understand their tasks.

Talk with and listen to other employees to effectively exchange information.

Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Operate telephone switchboard station in order to answer telephone calls.

Working with Others

Support all co-workers and treat them with dignity and respect.

Handle sensitive issues with employees and / or guests with tact, respect, diplomacy, and confidentiality.

Develop and maintain positive and productive working relationships with other employees and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance / Quality Improvement

Comply with quality assurance expectations and standards.

Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Receive, record, and relay messages accurately, completely, and legibly.

Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security / Loss Prevention) as necessary to resolve guest call, request, or problem.

Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

Answer, record, and process all guest calls, requests, questions, or concerns.

Arrange transportation (e.g., taxi cab, shuttle bus) for guests / residents / visitors, and record advance transportation request as needed.

Count bank at end of shift and secure bank.

Provide change to guests.

Cash guests' personal checks and traveler's checks.

Balance and drop receipts according to Accounting specifications.

Process all payment types such as room charges, cash, checks, debit, or credit.

Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Maintenance / Security

Notify Loss Prevention / Security of any guest reports of theft.

PREFERRED QUALIFICATIONS

Education High school diploma / G.E.D. equivalent

Related Work Experience One year of work experience is required

Supervisory Experience No supervisory experience is required

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