Front Office Reception

4 Star Hotel in the Cape Town CBD area requires an experienced Front Office receptionist.

Scope and General Purpose:

To increase customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office service connected with arriving, departing and in-house guests.

Key performance areas/duties:

Is available to register, process, and greet customers promptly.
Checks the daily arrival list.
Welcomes customers to the property.
Responds to customer requests for information about the property and its surroundings.
Arranges for special services requested by the customer.
Stays current with developments in the property by reviewing the communication log book each shift; updates log book for next shift.

Arranges fulfillment of customer services by working and communicating with Front Office, Maintenance and Housekeeping.
Issues appropriate keys to rooms.
Follows-up and verifies arrivals by updating registration cards regarding spelling of guest’s name, address and method of payment.
Handles reservations for guests with rental cars, restaurants, etc.
Is aware, always, of current room status and room availability.
Is fully aware of, and knows how to handle, all current and future company promotions.
Minimizes loss of revenue by adhering to all established credit procedures.
Insures all guests establish credit upon check-in.
Monitors customer accounts to insure adherence to company credit limits by completing high balance reports and verifies accuracy of registration information.
Receives proper approval codes for cash and credit card paying customers.
Identifies and records special billing instructions and notifies Accounts department and FOM.
Completes shift closing accurately by getting appropriate approval signatures.
Communicates effectively with guests, colleagues, and Managers.
Demonstrates teamwork by co-operating and assisting colleagues as needed.
Handles difficult situations effectively.
Communicates open and closed dates, availability and condition of rooms to the FOM.
Ensures that guest mail and messages are delivered promptly.
Demonstrates a working knowledge of all services and facilities of the property, and effectively assists the costumers.
Handles and respond efficiently to negative comments and complaints; and notifies FOM immediately for appropriate follow-up.
Is fully conversant with the company reservation system.
Can operate telephone, telefax, credit card machines and printers and other Front Office equipment.
Rooming is done to the set standard.
Collect business cards from guests on arrival.
Ensures that FO float is always secure.
Ensures all discrepancies in own cash are declared to the FOM and Controller.
Ensures that guest details are not disclosed.
Maintains high confidentiality regarding guest privacy.
Reports any suspicious behavior of guests and staff to the Front Office Manager, and Management.
Notifies FOM and Housekeeping regarding lost and found objects.
Ensures that all potential and real hazards are reported appropriately immediately.
Fully understands the company’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 property by applying company regulations and adhering to existing laws and regulations.
Anticipates possible and probable hazards and conditions and notifies the FOM.
Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct.
Attends meetings and training required by the FOM.
Accepts flexible work schedule necessary for uninterrupted service to guests.
Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the FOM.
Continuously seeks to endeavor professionalism in own job function.

Job ID : , #858, 38 views,

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