• Ensures a high level of product knowledge of the hotel and the local area and knows what is happening in the hotel on a daily basis.
  • Ensures all guests receive a fast, efficient and friendly check-in and check out following the company’s Standard Guidelines.
    Inputs data into the computer based on the registration form completed by the guest
  • Ensures that all guests’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained.
  • Complies with all systems and procedures as laid down by the Front Office Manager.
  • Handles reservations, ensuring guest’s needs are met, in a helpful and efficient manner, and handles them to the reservations department for final handling and recording.
  • Ensures that all guests arriving with a confirmed reservation are registered and allocated the room for which they have made a reservation.
  • Ensure a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the hotel to maximize room sales and revenue for the hotel.
  • Adheres to preset availability and rate controls and ensure all refused business is recorded with reasons for refusal.
  • Ensures and maintains the security of information relating to customers and personnel in the hotel.
  • Advises the housekeeping of any room changes and any early or late departures
  • Answers all incoming telephone calls and is aware of the operation and function of the telephone console.
  • Ensures that the log book is kept up to date and that all relevant and mention worthy incidents are recorded in the log book.
  • Ensures that wakeup call requests during the shift are properly recorded and executed.
  • Contributes towards the development of a close and harmonious working relationship with housekeeping and all of the Hotels departments.
  • Posts any charges to guest folios, city ledger, or house accounts as per procedures and ensures that there are no outstanding bills prior to the check out of any guest.
  • Ensures the Credit Policy is adhered to at all times, any variance must be reported to the management immediately.
  • Receives, handles and relays messages, mail, faxes in an efficient and timely manner
  • Has a complete knowledge of the companies policies and procedures; and reports any procedural problems or dysfunctions to the Front Office Manager.
  • Ensures that information is transferred from shift to shift via logbook; ensures smooth transition of shift to shift.
  • Reports health/safety and security hazards to the F/O Manager or Manager on Duty.
  • Attends training sessions, meetings as required.
  • Adheres to all break times and smoking regulations.
  • Ensures that lighting and music are maintained at a comfortable level for the guests.
  • Reads Logbook and traces report and takes necessary action.
  •  Ensures that the stationary needed for the smooth operation of the department is always available.
  •  Is aware of any Functions and Events taking place in the hotel.
  • Takes action in case of emergency and advises the Duty Manager or Head of Department.
  • Handles guest enquiries and assists guests with any reported problems.
  • Reports all complaints to the Front Desk Supervisor or Front Office Manager or Duty Manager in order to take action before the departure of the guest.
  • Reports any unusual occurrences to the Duty Manager.
  • Assists the Telephone Operators, Reservations, Reception, Porters or night shift when and if required.
  • Is responsible for the cleanliness of the surrounding area of the Front Office and reports to the department involved if required (i.e., Housekeeping, Repairs & Maintenance, Food & Beverage).
  • Promptly notifies other departments (Housekeeping, Accounts, Restaurants) of any unexpected arrivals or departures, late check outs or early check ins, room changes, guests’ special requests, billing instructions

Tagged as: multitasking, communication, polite, helpful

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