HOTEL RECEPTIONIST/FRONT DESK EXECUTIVE

Description

Job description

HOTEL RECEPTIONIST / FRONT OFFICE EXECUTIVE

• Ensure all guests receive a warm and courteous welcome at check-in and check-out, using the guests name at every opportunity.
• Handle guests’ questions and concerns promptly, professionally and courteously.
• Checks in guests according to the legal and hotel requirements.
• Ensures guests are aware of correct room rate (when applicable) and room number to minimise complaints.
• Ensure that the front desk is clean and organized at all times.
• Assist in getting client feedback on level of services delivered in order to improve on service delivery.
• Actions and records room, rate and guest type code changes.
• Ensures hotel credit policy, as it relates to Front Office, is strictly observed at check-in and check-out
• Maintain all guest records.
• Builds relationship with guests to delight and gain loyalty.
• Meets and greets all guests on arrival and in-house guests.
• Ensures all interaction with guests is handled professionally and care adhering to hotel’s policies and procedures.
• Be well verse with the daily arrival and the type of guests arriving. Eg. Return guest, VIP etc
• Assists with registration and to get full details required from guests.
• Escorts VIPs, long staying guests, regular guests and other guests who need assistance to their rooms.
• Performs In-room check-in as appropriate.
• Ensures all amenities are in room prior to guest arrival.
• Takes ownership in solving guest problem and concern.
• Updates guests’ needs and request inside the guest profile.
• Assists guest to reconfirm or change flight and informs guests of the status.
• Assists guests with luggage upon check-in and checkout.
• Ensures guest is properly checkout from the system.
• Ensures that all accounting policies and procedures are followed at all times.
• Achieves customers’ expectations and performance targets of the department.
• Ensures all arrival guest profiles are updated correctly.
• Ensures all guest profiles are merged correctly to have detailed guest history recorded
• Ensures that all reception emails are responded in a timely manners
• Ensures that all late departure rooms are physically checked and report given to the Duty Manager.
• Ensures that no show bookings are charged on the daily basis, and report submitted to the Duty Manager.
• Ensures all arrival rooms are assigned and rooms inspected prior to the guest arrival.
• Ensures that all late departure/early arrival fees are charged correctly.
• Carries out the credit check report (high balance) when assigned to do so by the Duty Manager.
• Performs all Guest Service Executive/Relation duties when required.
• Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy
• To ensure that all Reception employees adhere to the department’s Standard Operating Procedures at all times
• To make sure that all Reception employees are aware of the departmental fire evacuation procedures and that regular departmental fire drills are carried out
• To work together with all other Front Office sections and hotel departments and to ensure that all Reception employees fully cooperate with staff from other sections and hotel departments at all times
• To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
• To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls
• To ensure that pre-shift and post-shift briefings are conducted with all Reception employees to make sure that all necessary information is communicated, all problems are followed up and that all employees are aware of current VIP guests, hotel promotions and room rates
• To ensure that guest profiles in the hotel’s property management system are updated correctly after check-in and that all profiles are maintained, cleaned and merged correctly and regularly
• To review tomorrow’s reservations, transportation requests and room allocations and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to all Reception employees and to other departments as applicable & necessary
• To regularly check the service quality provided by the Reception employees by means of customer comments, feedback during departmental meetings, etc. and to actively promote all ongoing incentive programs & guest feedback schemes
• To lead all Reception employees by example at all times and to create a challenging and fun environment for all staff to work in
• To ensure that all Reception employees are coached, trained and appraised regularly, that proper records are kept of all training sessions, appraisals and job chats and that departmental training needs are analyzed and departmental training plans are drawn up and updated regularly
• To carry out quality control functions in all Reception areas daily to ensure a consistent high quality of all services is maintained
• To ensure the timely and correct preparation and submission of all Reception administration and audit reports
• To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
• To handle guest complaints, comments, problems/requests and other incidents in a professional
• efficient manner, to document all complaints and incidents properly and to ensure that the Night Manager, (Assistant) Front Office Manager and other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility
• To ensure that all reservation requests received outside the Reservations Department’s opening hours are recorded correctly and entered into the system or followed up appropriately
• To ensure that appropriate backup is in place for all House and PM accounts, that they are followed up regularly and that any collection problems are brought to the attention of the (Assistant) Front Office Manager immediately
• To actively promote all ongoing incentive programs and guest questionnaires as well as seek general feedback from guests
• To interact and communicate with guests & colleagues in a courteous, friendly, open and honest manner at all times
• To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times.
• Supervises and monitors all Receptionists in day to day operations.
• To ensure that a full credit-limit check is carried out and followed up daily and to investigate and, if necessary, address all potential credit risks
• To make sure that the registration card pits/buckets/files for all occupied rooms are checked daily for correctness of information on the registration card, billing backup and charge dockets and that all mistakes found are corrected immediately
• To ensure that the end-of-shift banking/cashier closures for all Reception employees are checked thoroughly every day and that all mistakes are corrected immediately whenever possible
• To ensure that a daily rate discrepancies check is carried out and followed up.
• Processes methods of payment accurately in accordance with departmental standards.
• Ensures all cash transactions (including foreign exchange) are carried out accurately according to Hotel standards and maintains integrity of personal float.
• Actions all guests request promptly and efficiently and passing to relevant departments.
• Checks accuracy and completeness of guest bill on check-out.
• Provides accurate information to guest enquiries related to hotel facilities.
• Opens and closes safety deposit boxes according to hotel standards.
• Liaises and co-operates with other operational departments, notably AURA, Housekeeping, Concierge and Accounts on all Front Office matters that affect them.
• Actions and records room moves and informs Reception Manager / Shift leader of action.
• Ensures a thorough knowledge of all systems and procedures used at Front Desk so that decisive information may be given to the guest.
• Ensures that telephones are answered promptly and efficiently to the department standard responding quickly to queries received from guests.
• Balances all monies, credit card transactions, foreign exchange and sales ledger bills upon completion of shift.
• Have knowledge of reservations to ensure maximisation of occupancy and rooms revenue.
• Filing dept. dockets behind guest registration card profiles. Removing registration card at time of departure and attaching all dockets and correspondence to relevant bill.
• Correct posting of VPO, laundry, minibar, pressing, telephone and fax charges.
• Advising Manager of any training needs as they arise.
• Familiarise self with senior staff and management names and positions.
• Informs Duty Manager/Shift Leader of any issues that arise concerning guest dissatisfaction immediate.
• Encourage feedback from all guests and promoting TripAdvisor comment.
• Night shifts require to cover the reception desk 24/7 on rotation bases
• Skills, Experience & Educational Requirements
• Skills, Experience & Educational Requirements
• Minimum of Bsc/Hnd in relevant field
• Vast knowledge and Experience in Hotel's ERP such as EZEE FRONT DESK is an added advantage
• Hotel Management graduate or Front Office operations certification is an added advantage
• Atleast 5 years in similar position in a five star hotel is an added advantage
• Strong orientation towards customer service.
• Highly organized and proactive.
• Initiative and Commitment to Achieve.
• Effective Communication.
• Attention to detail.
• Problem solving and decision making.
• Leadership skills.
• Customer focused.
• Team work.
• Interpersonal skills.

Job Type: Full-time

Ability to commute/relocate:

• Lagos: Reliably commute or planning to relocate before starting work (Required)

Education:

• Undergraduate (Required)

Application Deadline: 30/11/2023

Job Type: Full-time

Ability to commute/relocate:

• Lagos: Reliably commute or planning to relocate before starting work (Required)

Education:

• Undergraduate (Required)

Experience:

• Hotel: 3 years (Required)

Application Deadline: 30/11/2023