Job Summary
Oversees the Front Desk operations, directs the staff in performing their duties and will also perform these duties to include, but not limited to welcoming and registering hotel guests, explaining the accommodations and establishing credit or method of payment, billing/guest check outs, handling 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.
Oversees the Front Desk operations, directs the staff in performing their duties and will also perform these duties to include, but not limited to welcoming and registering hotel guests, explaining the accommodations and establishing credit or method of payment, billing/guest check outs, handling 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
·
Certificate in Front Office
Operations or Higher qualification in Hotel Management.
·
Must be computer literate – working
knowledge of office packages – word, excel.
·
Experience: A minimum of one (1) year
experience in a similar position in a hotel. Additional language ability is a
plus.
·
Have undertaken either internally or
through other sources the following course:
·
Basic Accountancy
·
Leadership
·
Customer Care / Hospitality
·
Communications Skills
Responsibilities
·
Monitor
all activities of front desk on everyday basis and ensure compliance to all
policies and procedures to maintain exceptional quality of services.
·
Responsible
for the supervision of guest check-in/check-out by ensuring that this is
carried out with speed and efficiency
·
Supervise
working of all team members and ensure achievement of all front office
objectives according to the set standards.
·
Ensure
that guest requests are communicated to housekeeping and guest relations for
proper preparation prior to check-in
·
Ensures
that all arrivals of the day have their rooms ready and their room keys cut and
tested before arrival.
·
Ensures
proper filling of guest registration cards
·
Makes
sure that room status is updated frequently so as to show if rooms are clean,
dirty or out of order and make follow with the housekeeping team on readiness
of arrival rooms.
·
Ensures
speedy check-in of guests and that all check-ins are logged into the system and
guest information is updated.
·
Ensure
that all deposits are collected upon check in
·
Ensures
guest messages are delivered promptly to their rooms and that no parcels are
left lying in the drawers or on the desk.
·
Ensures
that employees project professionalism and provide friendly and efficient
service.
·
Minimizes
check out time by ensuring that the guest bills for next day’s departures are
ready in advance a copy sent to the guest room by 1900hrs on the day before
departure.
·
Ensure
that any issues that require management action e.g. complaints or compliments
are logged in the handover book.
·
Handles
all guests’ complaints or compliments at the front desk and seeks assistance
from the Assistant Front Office Manager if in difficulty.
·
Ensures
that the float for the cashiers is intact by conducting random audits.
·
Is
responsible for maintaining store and stationery stock levels in respect to the
business volume.
·
Makes
store and purchase requisitions for the front office and forwards the same to
the Front Office Manager for approval.
·
To
ensure that guest history record is up-to-date at all times.
·
Monitors
Internet / photocopier usage at the business centre and charges others
accordingly.
·
Daily
checks the credit limit report and seeks direction from the FOM on issues that
he/she needs support over.
·
By
leading the front office staff in strict follow up of laid down procedures, he
ensures customer satisfaction.
·
Is
to be aware of all VIP arrivals for the day and participate in their rooms’
inspection to ensure that they receive special recognition and service at all
times.
·
Facilitates
cordial employee relations by solving any disputes that may arise during the
operation among staff and reports the same to the Front Office Manager for
further action.
·
Maintains
an atmosphere of tranquillity at the Front Desk, never giving the impression
that there is a problem.
·
Identifies
training and orientation needs of the front office staff and implements
training sessions in coordination with the Asst Front Office Manager and the
Training Manager.
·
Assumes
overall responsibility for maintaining front desk high standards by ensuring
neatness, proper functioning of equipment in clean and good repair and that
constant maintenance and check-ups are regularly carried out. In case of
breakdown or failure the FOM must be informed to organize for repair.
·
Ensures
that policies and procedures in regards to staff appearance, hygiene and
etiquette are enforced.
·
Promotes
room sales/in house facilities to hotel guests as well as walk in guests and
potential clients.
·
Give
work directions, resolve problems and prepare work/leave schedules.
·
To
participate in any training/development schemes required by management
·
Complies
with hotel’s Health, Safety and Hygiene policy.
·
Participate
in the hotel’s social responsibility programme
