Front Desk Receptionist

**Education and Experience Requirements**

• Degree in hospitality with previous experiences in the Front Office Department within a hotel.
• Computer literate and previous experiences with Opera are an advantage.

**Scope and General Purpose of Job**

• To be one of the first points of contact for a guest and therefore to be able to offer them the services they need in a quick and efficient friendly manner.
• Mainly looking after the bedrooms division but also to act as an ambassador of the hotel with a wealth of knowledge to share.

**Key Duties and Responsibilities**

• Ensures incoming guests are given the highest possible personal service.
• Maintains effective communication with all related departments to ensure smooth service delivery.
• Receives guests in a professional and friendly manner, satisfying guest expectations from arrival till departure.
• Takes telephone reservations when the reservations team are not available.
• Greets guests on their arrival ensuring they feel expected and welcome.
• Ensures the guest receives the accommodation he/she is expecting.
• Maintains an up to date knowledge of hotel and local services and supply information respond to guest queries.
• Deals swiftly, efficiently and sensitively to guest complaints and follows through.
• Maintains awareness of guest profile through the guest history.
• Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate posting of food and beverage and supplementary charges.
• Receives payments by cash, cheque, credit card or account, adhering to the company Credit Policy at all times.
• Accurately administers Front Desk Clerical systems and procedures.
• Provides currency exchange services.
• Balances accounts of day’s business at end of shift.
• Comply with all laid down systems and procedures.
• Records all instances of refused business, with reasons of refusal.
• Ensures that all bills closed on shift are checked and are closed correctly to the required standard and policy.
• To regularly check the reception is organized and operating an efficient standard and checklists are completed and forwarded to supervisors.
• Answers incoming calls and places outgoing calls.
• Directs call to guest rooms, staff, or departments through the private exchange system [PBX system].
• Receives guest messages and delivers the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Keep records of calls placed and received by all departments and recording the call charges.
• Ensures the correct operation of the PBX system and VICAs system.
• Carries out administrative tasks.
• Handles every query in a polite and courteous manner.
• Promotes the hotels outlets and special events at all times.
• Maintains an awareness of competitor’s rates and occupancy levels.
• Performs other related duties as assigned**Education and Experience Requirements**:

• Degree in hospitality with previous experiences in the Front Office Department within a hotel.
• Computer literate and previous experiences with Opera are an advantage.

**Scope and General Purpose of Job**

• To be one of the first points of contact for a guest and therefore to be able to offer them the services they need in a quick and efficient friendly manner.
• Mainly looking after the bedrooms division but also to act as an ambassador of the hotel with a wealth of knowledge to share.

**Key Duties and Responsibilities**

• Ensures incoming guests are given the highest possible personal service.
• Maintains effective communication with all related departments to ensure smooth service delivery.
• Receives guests in a professional and friendly manner, satisfying guest expectations from arrival till departure.
• Takes telephone reservations when the reservations team are not available.
• Greets guests on their arrival ensuring they feel expected and welcome.
• Ensures the guest receives the accommodation he/she is expecting.
• Maintains an up to date knowledge of hotel and local services and supply information respond to guest queries.
• Deals swiftly, efficiently and sensitively to guest complaints and follows through.
• Maintains awareness of guest profile through the guest history.
• Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate posting of food and beverage and supplementary charges.
• Receives payments by cash, cheque, credit card or account, adhering to the company Credit Policy at all times.
• Accurately administers Front Desk Clerical systems and procedures.
• Provides currency exchange services.
• Balances accounts of day’s business at end of shift.
• Comply with all laid down systems and procedures.
• Records all instances of refused business, with reasons of refusal.
• Ensures that all bills closed on shift are checked and are closed correctly to the required standard and policy.

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