Key tasks
- Welcomes guests and takes care of them from their arrival through to departure
- Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
- Helps meet the department's quantitative and qualitative targets
- Assist with the smooth and efficient operation of the Front Office Department and all related Guest services
- Carry out duties as required.
- Welcomes guests as soon as they arrive with due care and attention
- Helps encourage customer loyalty by developing friendly, personalised relationships
- Anticipates guests' needs and takes them into consideration
- Handles any guest complaints and/or remarks; provides a response as soon as possible
- Conveys the hotel image
- Helps bring certain brand concepts to life on a day-to-day basis (all the keys to the city, A/Club, etc)
- Respects the reservation commitments in full (basic vision or reservation depending on the country)
- Ensure that Front Office Management is kept informed of problems & opportunities"
- Investigate and follow up guest complains with the help of the Reception Supervisor and/or FOM
- Be able to promote A-Club to regular guests and enroll new members
- Be passionate about providing excellent customer services and interact with all guest on a warm, friendly & professional manner and take ownership for the issues encountered and resolve them to the guest's satisfaction.
- Promotes the hotel's range of services in order to increase sales
- Applies and actively supports the hotel's pricing policy in order to increase REV PAR
- Be aware of daily functions, events, VIP's, group arrivals, F&B promotions
- Promote the hotel generally