Receptionist

Job Description

Providesguests with assistance at the front desk during the check-in and check-outprocesses and throughout their stay: Greets guestsand processes hotel registration. Develop goodopen communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met andexceeded at all times. Ensure allguest account details are correct and accurate. Keepscurrent on hotel accommodations, services and area attractions. Responds tocustomer inquiries for information. Arranges forservices requested by the guest by working with other departments asappropriate. Stayscurrent with developments in the hotel by reviewing and updating thecommunication log. Maximisesrevenue and cash flow by promoting hotel services and adhering to credit andinventory control processes: Offersguests updates to rooms and promotes hotel amenities, food and beverage outletsand services. Makesreservations in accordance with hotel s yield management practices. Processescustomer credit at check-in in accordance with hotel policy. Identifiesand records special billing instruction and notifies Accounting. Followshotel policy on cash banks - at all times adheres to credit limits andprocedures as set down by the Financial Controller. Obtainsappropriate approvals and signatures. Otherresponsibilities include: Liaisingwith housekeeping to ensure information is passed on for room requests andspecial requests. Balancesdaily cash, transaction postings and credit card remittance at the end of eachshift ensuring all information is accurate and without discrepancy. Acceptsresponsibility for accurately maintaining cash float. Use theBrand technique for answering the telephone. Ensure workarea is keep neat and tidy. Keepsabreast with the hotel s daily banquets, functions and activities. AttendsFront Office communication meetings to maintain solid teamwork and a sharing ofgoals. Maintainspolicies and procedures to ensure the lowest level of loss is maintained. Adheres torate restriction periods. Attends anytraining programs as directed or requested. Accuratelyprocesses maintenance requests. KeepsExecutive Assistant Manager informed of all problems or unusual matters ofsignificance. Creates 100%guest satisfaction by providing the Yes I Can! experience through performancethat demonstrates the standards of, genuine hospitality and exceeding guestexpectations Givespersonal attention, takes personal responsibility and uses teamwork whenproviding guest service Listens,apologizes with empathy, finds a solution and follows through when resolvingguest problems Provides YesI Can! genuine hospitality and teamwork on an ongoing basis Assumes theresponsibility to notice when the guest is not satisfied and uses their bestjudgment as to when it is appropriate to use the 100% Guest Satisfaction Performsother duties required to provide the service brand behavior and genuinehospitality Adhere toBrand policies and procedures At all timeskeeps a favourable image of the Brand. Comply withthe personal presentation, grooming and hygiene standards. Activelysupport and promote Workplace Health and Safety within the work environment. Perform anyother reasonable duties as directed by your Department head, the GeneralManager or his/her designate. Maintainhotel and guest security and confidentiality at all times and reports anyrelevant information to a supervisor or manager.