Required Skills
Answering Telephones Customer Service Multi-Tasking Organisation Problem Solving Procedural Scheduling Written and Oral English CommunicationJob Description
Job Description
Company Introduction
Our client operates high quality hotel and hospitality establishments
Job Responsibilities and Duties
- Be responsible for the front office and its duties during the night shift;
- Provide an excellent quality service to guests as their first point of contact;
- Know the hospitality industry standards and put them into practice to actively pursue the hotel’s objectives;
- Input direct reservations into the PMS;
- Communicate useful information to guests prior to their arrival to facilitate an enriched experience and trouble-free stay;
- Plan room closures with housekeeping and maintenance for general cleaning and maintenance to ensure guests always arrive to a well cleaned and fully-functional room;
- Assist with check-ins & check-outs, rooms changes and other concierge duties that may be required from time to time;
- Greet every guest in a pleasant way and with a smile;
- Respond to guest requests, delegate accordingly and follow-up on pending tasks;
- Take necessary measures to pre-empt guest dissatisfaction;
- Collect guest information for safe storage according to GDPR policies;
- Maintain a register of guest requests and complaints;
- Follow SOPs to ensure that issues are handled in an appropriate manner and a resolution is found as quickly as possible;
- Coordinate and book airport transfers and taxi services;
- Maintain a clean and tidy reception area at all times;
- Check that all guest bills are settled on departure in accordance with the hotels' payment terms;
- Keep a cash float with the required dominations for the hotel in a secure way;
- Maintain records of commissions payable and receivable;
- Deal with any negative feedback promptly and effectively;
- Seek opportunities to wow guests and exceed their expectations – creating lasting memories.
Personal Skills
- Be fluent in English;
- Knowledge of other languages considered as an asset;
- Be computer literate;
- Have experience working on a hotel system;
- Have previous working experience in Front of House operations;
- Able to work on ones own initiative and take decisions when not supervised;
- Willing to work night shifts including weekends;
- Be self-confident and very well organised;
- Portray an image of efficiency;
- Have excellent people skills;
- Maintain a cool-head when faced with disgruntled guests.