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.
Requirements2+ years of experience as Front Office Agent.