Under the general guidance of the General Manager perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.
Duties & Functions:
Actively welcome, greet and check guest's in
Inform guests with savvy knowledge of hotel, its services, the town, and local 'happenings'
Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minutes' response time, record all matters in the hotel recording process
Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
Job Knowledge & Skills:
High School Diploma or equivalent required
Intermediate Knowledge of OPERA Property Management System Preferred.
One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
Enter and locate work related information using computers and/or point of sale systems
Ability to spend extended lengths of time viewing a computer screen
Possess a gracious, friendly, and fun demeanor
Ability to multitask, work in a fast paced environment and have a high level attention to detail
Strong verbal and written communication skills in English
Maintain positive and productive working relationships with other employees and departments
Ability to work independently and to collaborate with others to promote an environment of teamwork
Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
Stand, sit, or walk for an extended period or for an entire work shift
Reach overhead and below the knees, including bending, twisting, pulling, and stooping
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change considering changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends, and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.