Overview

OBJECTIVE:

To ensure the smooth running of the hotel’s operation via the use of front and back of house systems and procedures, whilst providing the highest level of comfort and hospitality to guests.

To identify and use revenue generating points of contact with guests, whilst maintaining a concise mind to reduce unnecessary expenses related to guests and hotel operations. WORK STATION: Reception Desk, Switchboard, Guest Services, PABX

KEY RESPONSIBILITIES:

Systems/Operations:

Provides friendly, personalised and efficient guest service by anticipating guests’ needs; being informative and attentive.

Performs general cashier duties, including individual guest and group checkout, foreign currency exchange, accommodation and restaurant advance deposits, as well as balancing a cash float at the commencement and completion of each shift.

Performs general reception duties including monitoring guestroom allocations, guest arrivals, site inspection room allocation, group set-up and check-in.

Allocates and checks rooms according to the room allocations procedure.

Ensures maximum revenue through selling and upselling services of the hotel.

Provides general and accurate information regarding hotel services and facilities.

Converses with guests as much as possible and collects information regarding their needs and updates their profiles.

Maintains profiles within Opera, deleting profile addresses of return-mail.

Handles after hours reservations enquiries accurately, anticipating guests’ needs and upselling when appropriate.

Answers internal and external calls as required.

Welcomes all guests and remembers regular and return guests and names.

Handles guests’ complaints and resolves problems only to the point of being comfortable and advises a supervisor when assistance is required.

Recommends improvements to operations and is actively involved in the decision making process.

Adheres and is aware of organisational policies and procedures.

Ensures proper record keeping and documentation per organisational requirements.

Maintains the important communication flow of feedback from guests to management to ensure customer satisfaction and operational efficiency.

Ensures equipment and supplies are always in order and maintained efficiently.

Responsible for maintaining a clean, safe and hygienic work environment including public areas.

Maintains administration support to Rooms Division.

Co-ordinates Guest Comments Summary – creates and distributes breakdown report.

Prints late charge and refund letters.

Prints birthday, anniversary and honeymoon cards.

Processes all accommodation deposits including special events pre payment.

Processes and maintains gift certificate program.

Maintains the Front Office job sheet by recording the room number or area, message, time of message, initialing the received column, ticking when the message has being sent and whom the request was given to, along with delegating work, so we are able to meet the requests from guests and departments. .

Responsible for lost property control including: maintaining the lost property logbook, typing up lost property letter, wrapping up lost property articles, and sending them to Concierge for posting; maintaining the lost property inquiry book; recording all relevant information and following up with the guests.

Observes company fire and safety regulations and adheres to safe working habits.

Job Types: Part-time, Permanent

Salary: $20.00 – $22.69 per hour

Schedule:

  • Flexible hours
  • Public holidays
  • Rotating roster
  • Weekend

Experience:

  • hotel: 1 year (Preferred)

Work Eligibility:

  • Permitted to work permanently with no restriction on hours (e.g. citizen, permanent resident) (Preferred)

Work Remotely:

  • No

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