Customer Service
- Actively participates in the provision of excellent service to guests.
- Welcomes guest courteously as per Hotel procedures.
- Converses with guests to obtain feedback and suggestions for improvement.
- Provides guests with correct and relevant information on all the Hotel’s products (e.g. types of rooms, rooms configuration and rates.)
- Attends to guest queries on telephone and at the counter.
- Handles customer complaints efficiently through appropriate interaction and referral to the Head Receptionist.
Promotion and Direct Up-selling
- Inform guests about Hotel features and services during their stay.
SOP Compliance and Quality Assurance
- Performs all delegated duties in accordance with the Hotel’s standards and checklists, and with Management instructions.
- Assists the Head Receptionist in implementing all SOP(s) and monitoring their professional execution.
Team Management
- Passes-on messages and information to colleagues during briefing sessions.
Front Office Operations
- Checks-in guests upon arrival; confirm their conditions of stay and enters guest data in the information system.
- Notes down all wake-up calls requests.
- Monitors room keys, prepares welcome kits for expected guests and carries out other transactions by strictly following SOP(s).
- Ensures that dockets are not missing for guests checking out the next day.
- Checks-out guests on departure and closes their account, while ensuring that dockets are removed after the departure of guests.
Billing Procedures
- Checks, controls and updates guest accounts by charging and recording all services when consumed.
- Exchanges foreign currency for guests.
- Hands over cash float to incoming colleagues at the end of his/her shift.
- Settles guests’ accounts using different modes of payment.
