TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

• Receives guests in a friendly and efficient manner. Up sells rooms to optimise revenue and achieve a high average room rate.
• Checks the daily arrival list / Departure list.
• Follows-up and verifies arrivals by updating registration cards in regard to spelling of guest’s name, address and method of payment.
• Allocates rooms and issues appropriate keys.
• Welcomes customers to the hotel.
• Meets and responds to customer requests for information about the hotel and its surroundings.
• Arranges for special services requested by the customer.
• Stays current with developments in the hotel by reviewing the communication logbook each shift, updates logbook for next shift.
• Arranges fulfilment of customer services by working with Operators, Bell Staff, Maintenance, Housekeeping, Reservations.
• Follow up and ensure backups for complimentary & upgrade rooms are in place.
• Handles incoming guest room reservations after office hours.
• The Front Office agent is aware, always, of current room status and room availability.
• The Front Office agent is fully aware of Jood Hotel Apartments service concepts.
• The Front Office agent is fully aware of, and knows how to handle, all current and future hotel promotions.
• Utilises yield management to maximise room revenue.
• Minimises loss of revenue by adhering to all established credit procedures.
• Ensures all guests establish credit upon check-in.
• Monitors customer accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
• Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
• Receives proper approval codes for credit card paying customers.
• Identifies and records special billing instructions and notifies accounting and Front Office Manager.
• Communicates effectively with guests, colleagues, and supervisors.
• Demonstrates teamwork by co-operating and assisting colleagues as needed.
• Handles difficult situations in a professional manner.
• Keeps effective guest key control.
• Ensures that guest mail and messages are delivered promptly.
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests.
• Issues safety deposit boxes to guests upon request and controls the same.
• Uses the ABC antecedent (A), behaviour (B) and consequence (C) approach to respond to negative comments and complaints; and notifies Front Office Manager immediately for appropriate follow-up.
• Adheres to walk-in minimum deposit procedures as per mandatory accounting policies.
• Records wake-up calls given at the counter and endorses them to the Telephone Operators and verifies wake-up call sheet before shift end.
• Communicates to the Manager on shift immediately on Sleep-out no luggage.
• Always comply with CID Procedure.

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

• To have fully conversant with the hotel Opera system and reservation procedure.
• The Front Office is able to operate switchboard, photocopy machine, room keys equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.

SECURITY, HEALTH, AND SAFETY

• Ensures that own cash is always secure.
• Ensures all discrepancies in own cash are declared to the Front Office Manager and Financial Controller.
• Ensures that guest details and room numbers are not disclosed.
• Maintains high confidentiality regarding guest privacy.
• Reports any suspicious behaviour of guests and staff to the Front Office Manager and Security.
• Notifies Front Office Manager and Housekeeping Manager regarding lost and found objects.
• Anticipates possible and probable hazards and conditions and notifies the Service Manager.
• Fully understands the hotel’s fire, emergency, and bomb procedures.
• Follows emergency procedures to provide for the security and safety of guests and employees.
• Works in a safe manner that does not harm or injure self or others.
• Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations.
• Maintains the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct.
• Adheres to paid-out limitations and consults the Manager on shift for any amounts over limit.

MISCELLANEOUS

• Always displays a positive attitude.
• Setting up Reception Counter with Reg. Cards, keys, Folios, credit card slips and envelopes prior to commencing work.
• Handles foreign currencies, checks signature on Traveller’s cheques along with passport copy.
• Attach alerts on system or communication to registration card for any flaws, to rectify error before guest departure.
• Messages for parcels and mail should be recorded correctly in the “Items left by guest for collection” book.
• Printed material books to be used in serial order (e.g. rebates, receipts books, etc.).
• Transport request to be recorded and forwarded to the Concierge in his absence.
• Assists the Front Office Manager when requested.
• Attend meeting and training required by the Front Office Manager.
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
• Maintain own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Front Office Manager.
• Hotel fire, bomb and emergency procedures.
• Hotel facilities and nearby places of interest and services (i.e. hospitals, petrol stations, tourist sights)        
• Hotel and corporate marketing and promotional programs.
• Corporate clients and clients generating high business volume.
• Show involvement and be interested in environmental and/or social issues by participating in hotel’s Environmental and departmental activities.
• Any other duties as assigned by the supervisors.

Requirements

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