Receptionist Local National

Roles and responsibilities

• Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS
• Be familiar with all guest rooms to ensure rooms sales are maximized in accordance with selling strategies
• Be aware of functions, facilities, promotions and events taking place in the hotel
• Process all cashiering transactions in accordance with Front Office Accounting Standards.
• Responsible for float and ensure all accounting procedures are adhered to.
• Receive, process and confirm all reservations whether inbound or outbound
• Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly
• Follow all Credit Policy and procedures
• Maintain all documentation as required
• Liaise and follow up any actions required for guests
• Control and monitor the allocation of rooms
• Courteously handle all incoming and outgoing telephone calls for guests and staff
• Be fully conversant with all hotel emergency procedures
• Ensure correct billing of all telephone charges to guests and monitor all administration extensions
• Process wake up calls
• Maintain guests voice mail system and manual message system
• Maintain all additional equipment required for all voice communication
• Receive guest enquiries and appropriately handle and log
• Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.
• Maintain parcel log and follow procedures.
• Maintain log for all incoming / outgoing keys.
• Maintain privacy of guests with reference to room numbers, names, nationality, etc.
• Weekly safe box inventory.
• Update guest registration cards, update guest profile.
• Report anything considered as health or safety hazard & be aware of the Crowne Plaza Hotels Health & Safety Policy

Desired candidate profile

1. Communication Skills:

• Verbal Communication: Strong verbal communication skills to engage with visitors, clients, and staff effectively. A friendly, professional tone is important for creating a positive first impression.
• Written Communication: Clear and concise written communication skills for handling emails, memos, and other correspondence.
• Active Listening: Ability to listen attentively and respond to inquiries or requests appropriately.

2. Customer Service:

• Interpersonal Skills: Excellent interpersonal skills are crucial for building rapport with visitors and clients.
• Conflict Resolution: Ability to handle difficult or stressful situations, such as managing upset visitors or dealing with urgent inquiries, while maintaining professionalism.

3. Organization and Time Management:

• Multitasking: Receptionists need to handle multiple tasks simultaneously, such as answering phones, greeting visitors, and managing paperwork, all while maintaining efficiency.
• Attention to Detail: Accuracy in scheduling, messaging, and handling documents is essential to avoid mistakes and miscommunication.
• Prioritization: Ability to prioritize tasks based on urgency and importance, ensuring that critical duties are completed promptly.

4. Computer and Office Equipment Skills:

• Office Software: Proficiency with common office software such as Microsoft Office (Word, Excel, Outlook) and office management tools.
• Phone Systems: Comfortable using multi-line phone systems, answering calls, transferring them, and taking messages.
• Data Entry: Basic knowledge of data entry software and systems for managing client information, appointments, and records.

5. Professionalism and Appearance:

• Professional Demeanor: A receptionist is the face of the company, so maintaining a polished, professional appearance and attitude is essential.
• Reliability and Punctuality: Reliability in showing up on time and being dependable is crucial in this front-facing role.