Front Office Receptionist

Duties and Responsibilities

• To ensure that all guests who stay at the hotel are completely satisfied and all interactions with them is handled in a very professional manner right up to the payment of the bill.
• To carry out all the day-to-day Front Office operations associated with the guests.
• To manage the hotel petty cash and the sale of rooms in he hotel.
• To assist the Guest efficiently, courteously and professionally in all Front Office Duties, as per internal procedures.
• Establish good working relationships with the guests and your colleagues.
• Ensure that the guest service is excellent so that he/she will return to the hotel.
• Update Guest history.
• Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
• Know the pricing policy of the hotel.
• Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible.
• Follow up on the guest requests and ensure it is done or offer alternative solution.
• Own the problem, solve it and follow up, involve your supervisor when it is necessary.
• Ensure that the service offered and the provisions provided to the guests are up to company standard.
• Ensure that the service provided to the guests will win their loyalty to return to the company.
• Provide wake-up calls as requested by the guests.
• Inform the guest of all the conditions related to their stay in the hotel.
• Forward any messages received for the guest.
• Forward all relevant information to the other departments in the hotel.
• Strive to optimise the occupancy rate, the average price per room and the turnover for the hotels.
• Perform miscellaneous job-related duties as assigned.
• Complete the daily check list (am/pm/night)
• Assist in all Front of the House task
• Fully aware about the Le Club Membership Procedure and how to earn points and updatge in the system
• Strive to optimise the occupancy rate, the average price per room and the turnover for the hotels.
• Perform miscellaneous job-related duties as assigned.
• Know the local environment of the hotel: city, culture, activities, exhibitions, shopping malls, and general information.
• Ensure that the handing of a reservation for the hotel is done with complete professionalism.
• Welcome the guests whether on the phone or in the hotel and ensure that the check-in and checkout procedures are very well handled.
• Ensure that the quality of the service offered to the guest is in accordance with company and Brand standards.
• Attend all the departmental briefing and training programs concerned.
• Prepare lists of arrivals, departures, residents and VIPs.
• Apply Policy and Procedure for cash handling as per Hotel regulation.
• Apply Guest Credit Policy as per Hotel regulation.
• Having complete understanding of the Hotel's employee handbook and adhere to the regulations contained within 21013067