Job Description
Prime Function:
* Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms for visitors.
* Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.
* Motivate and develop the Reception team to ensure smooth functioning of the department and promote teamwork.
* Any matter which may affect the interests of the hotel should be brought to the attention of the Management.
Key Responsibilities:
People Management
* Provide effective support to the team to enable them to provide effective and efficient services.
* Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
Financial Management
* Identify optimal, cost-effective use of resources and educate the team on the same.
Operational Management
* Ensure quality and appropriateness of customer service provided.
* Maintain Front Office log book and shift reports.
* Respond to inquiries and resolve problems in an effective manner.
* Ensure all guests receive a swift, smooth, professional, and friendly check-in and check-out.
* Maintain records of all banquet and any other functions in the hotel.
* Liaise with other departments for the resolution of day-to-day administrative and operational issues.
* Carry out other duties which naturally fall within the reasonable expectations of the post.
* Adhere to the Procedures & Standards Manual.
* Display a proactive approach in initiating and implementing initiatives to provide improved service in all areas.
* Liaise with Housekeeping for the Room Status.
* Handle additional responsibilities as and when delegated by the Management.
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