Position Summary:

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As Front Office Receptionist you are responsible for providing a friendly, welcoming and efficient

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service to all hotel guests, in line with the client vision and values on customer satisfaction.

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The main purpose of hotel receptions is to respond courteously to guests’ requests, provide excellent customer service and play an important part in the overall operation of the hotel.

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Duties:

\r\n\r\nMust exhibit an excellent service attitude and be willing to go out of their way to accommodate the guests and exceed their expectations.\r\nMust be flexible and able to adjust to meet the changing needs of guests.\r\nMust maintain a level of professionalism and communicate effectively.\r\nMust show enthusiasm for the job, front office and the hotel.\r\nMust be considerate, patient and willing to help out fellow employees.\r\nMust have a good self-image and be able to command the respect of the employees.\r\nMust be able to tolerate pressure and work calmly and efficiently during busy times.\r\nMust handle guest complaints according to policies and procedures.\r\nPossess the highest work ethics, personal morals and honesty beyond reproach.\r\n\r\n

 

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Knowledge and Abilities:

\r\n\r\nA friendly and welcoming approach\r\nHigh standards of dress and presentation\r\nAbility to remain calm during difficult situations or in a very busy environment\r\nThe ability to work unsupervised\r\nExcellent interpersonal skills, including a pleasant telephone manner\r\nGood administrative skills and the ability to use email and booking systems / Protel knowledge\r\nGood team working skills.\r\nStrong work ethic\r\nFlexibility\r\nPrevious hotel reception experience\r\nPrevious customer service experience\r\nPrevious experience in hospitality\r\nExperience in Protel\r\nPrevious experience in Health & Safety, First Aid etc.,\r\n\r\n

 

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Key Duties and Responsibilities:

\r\n\r\nTo undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.\r\nCheck-in and check-out of arrival guests/groups\r\nTo build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.\r\nTo deal with guest requests to ensure a comfortable and pleasant stay.\r\nTo assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.\r\nTo be responsible for accurate and efficient accounts and guest billing processes.\r\nTo assist in keeping the hotel reception area clean and tidy at all times.\r\nTo undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.\r\nTo administer all routes of reservations to ensure that room bookings are made and recorded accurately.\r\nTo ensure that all reservations and cancellations are processed efficiently.\r\nTo keep up to date with room prices and special offers to provide accurate information to guests.\r\nTo assist with concierge related duties such as arranging transfers, excursions etc for guests.\r\nTo report any maintenance, breakage or cleanliness problems to the relevant manager.\r\nTo administer the general petty cash system and float in an accurate manner.\r\nTo undertake all training as required (eg, first aid, health and safety, customer service).\r\nTo adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.\r\nTo undertake any other ad-hoc duties relevant to the post, as and when required.\r\nTo adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.\r\n