Job Summary
Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Ole- Sereni’ policies.
Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Ole- Sereni’ policies.
Qualifications
·
Have worked at grade 1 – 2 in the
hotel industry at an Equivalent position.
·
Clearly Demonstrated customer Service
skills and talent
·
C+ in KCSE
·
Have undertaken either internally or
through other sources the following course:
·
Customer Care / Hospitality
·
Communications Skills
Responsibilities
·
Checks in guest in an efficient and
friendly manner, using guest name whenever possible.
·
Handles all guest interactions with
the highest level of hospitality and professionalism, accommodating special
requests whenever possible; resolves customer complaints; assists customers in
all inquiries in connection with hotel services, hours of operations, key hotel
personnel, in-house events, directions, etc. Responds to all guest requests in
an accurate and timely manner. Interaction with guest will be in person and by
phone
·
Accepts reservations, changes and
cancellations in the absence of Reservations Department Staff. Can answer guest
calls and direct them appropriately in the absence of a Switch Board Attendants
·
Filing of guest registration cards
accordingly and ensuring that the guest registration forms are attached with
the cover letters which have the billing instructions.
·
Ensure room allocation is done as per
guest request and correct rate charged. Any upgrade MUST be authorised by the
Sales Manager/ Front Office Manager or Supervisor. Arrange for luggage to be
delivered to guest room. Issues correct keys to the guest.
·
Check in guests as per the SOPs and
ensure that they are properly registered into the System, relevant
documentation attached and filed.
·
Take deposit/down payment from guests
settling their bills directly upon arrival
·
Ensure every guest is ushered to
their rooms upon check in.
·
Ensure there is enough operational
float at all times
·
To print the contingency reports,
i.e. departure list, high balance report, in-house guest list, guest ledger
balance report, at the beginning of every shift at 7am, 3pm and 11pm. This will
be filed in the respective files as a backup In-case of system failure.
·
Correctly performing Forex exchanges
at the applicable rates in liaison with Finance department.
·
Ensure departure list are ready with
all the chitties attached to the guest folios prior to guest check out.
·
Maintains a balanced bank assigned by
the hotel. Makes change, cash cheques, exchanges foreign currency. Reconciles
all transactions at the close of each shift
·
To efficiently check out guests and
receive any payments related to their stay while transferring the city ledger
bills to the respective company and attaching the correct correspondences.
Ascertains guest satisfaction, collects keys, posts late charges and presents
bill to guest. Settles bill accurately through credit card or cash transaction
·
When checking out any guest, check
with other revenue generating departments esp. Mini-bar in case there is any
other item consumed and not posted.
·
Ensure all the departed rooms have
been checked out from the system as the guests check out and the room key taken
back from the guest. Check and ensure there are no bills in the dummy account,
in case of any, alert the manager.
·
Ensure any
rebates/allowances/Discounts are authorised by the Front Office Manager/ GRE/Shift
leader and posted in their respective revenue codes
·
Ensure that all cash collections for
your shift are recorded accurately in the cashier book and deposited in the
main safe deposit box.
·
Provides basic trouble-shooting
support for in-room services such as Internet, TV movies, games, and Web
service
·
Works closely with the Porters to
ensure smooth handling of guest luggage, deliveries and special requests
·
To read function sheets, guest
correspondence letters, memorandums and any other relevant information to
ensure that communication between the Front Office department and all other
department is maintained at all times.
·
To have up to date information on
daily room occupancy
·
To check on VIP reservations,
complete their pre-registration formalities and extend to them the regular
courtesies
·
Attending to calls, both internal and
external calls as per the standards.
·
To maintain up-to date information on
room rates, current promotions, offers and packages
·
Sell guest rooms at rack rate for
walk-ins or the Best Available rate of the day.
·
Action the housekeeper’s report
immediately, reporting any discrepancies to the Front Office supervisor and
pass it to the housekeeping for investigations and follow up. Ensure that the
room status is frequently up dated so as to show the occupied, vacant, due
outs, clean, dirty and out of order rooms.
·
To co-ordinate with housekeeping for
clearing of rooms
·
To ensure that all check-ins and
check-outs are handled smoothly without unnecessary delay or discomfort to any
guest
·
To ensure that proper records are
maintained for all telephone calls from the rooms
·
Ensure any changes pertaining to room
allocation are communicated to housekeeping and GROs so as to plan and prepare
amenities, i.e. fruit baskets, flowers, etc accordingly.
·
Ensure guest messages are received,
handled and delivered promptly to the rooms and a proper record in liaison with
the concierge
·
Ensure the Front Office Reception
/Back Office is kept neat at all times.
·
Ensure all group rooming lists are
distributed accordingly and promptly. This is for the purpose of call times,
information and luggage distribution.
·
To promote hotel facilities, Food and
Beverage Outlets, Conference and banqueting, business centre, maximising
internal sales.
·
To maintain a good knowledge of
reservation procedures, rates, promotions, and room up selling. To be aware of
availability and take reservations where necessary.
·
Assists with responsibilities and
duties in the absence of or due to heavy volume in the areas of the Concierge,
Bell Staff, Business Center, and lobby coverage
·
To anticipate and provide for guest
needs.
·
To promote a helpful, caring and
professional image to guests and staff at all times.
·
Alert the Shift Leaders, GRE or Front
Office Manager whenever you recognise suspicious looking person or a known
difficult guest.
·
To attend and participate fully in
departmental and company training sessions as required by the hotel management,
and to implement the given training as well as to taking responsibility for
your personal development within the company.
·
Have thorough knowledge of
Ole-Sereni, its history, facilities and activities available.
·
Keep alert for guests leaving the
hotel, especially for comments which could be useful in evaluating the
performance of the hotel both favourable and unfavourable.
·
To give proper and complete handover
to the next shift
·
To handle all guests without bias or
prejudice
·
To follow the house rules and
policies laid down by the management
·
To adhere to strict grooming and
hygiene standards
·
To consciously and continuously
strive to better his/ her skills and increase his/ her knowledge
