Role Purpose Statement:To coordinate the establishment and the implementation of continuous quality management systems and ensure compliance by monitoring performance in this regard throughout the hotel. Ensure quality customer service throughout the hotel.Roles and Responsibilities:Checks in guest in an efficient and friendly manner, using guest name whenever possible. Brief guests on hotel facilities, breakfast timing, Wi-Fi access, front desk number etc. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Switch Board Attendants Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters which have the billing instructions. Ensure room allocation is done as per guest request and correct rate charged. Any upgrade MUST be authorized by Front Office Manager, DM or Supervisor. Arrange for luggage to be delivered to guest room. Issues correct keys to the guest.Ensure any rebates/allowances/Discounts are authorized by the Front Office Manager/ GRO/Shift leader and posted in their respective revenue codes Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.Provides basic trouble-shooting support for in-room services such as the Internet, TV movies, games, and Web services Works closely with the Porters to ensure smooth handling of guest luggage, deliveries and special requests To read function sheets, guest correspondence letters, memorandums and any other relevant information to ensure that communication between the Front Office department and all other departments is maintained at all times. To have up to-date information on daily room occupancyTo check on VIP reservations, complete their pre-registration formalities and extend to them the regular courtesies Attending to calls, both internal and external calls as per the standards. To maintain up-to-date information on room rates, current promotions, offers and packages Sell guest rooms at rack rate for walk-ins or the Best Available rate of the day. Action the housekeeper's report immediately, reporting any discrepancies to the Front Office supervisor and pass it to the housekeeping for investigations and follow up. Ensure that the room status is frequently up dated so as to show the occupied, vacant, due outs, clean, dirty and out of order rooms. RequirementsProficiency is hotel PMS system Opera Effective written and verbal communication Able to work on flexible schedule Organized and detail oriented Ability to stay calm under pressure Stamina to stand for long periods Problem solving skills Speak multiple languages
