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JOB TITLE: FRONT OFFICE ASSISTANT
Overview
The main duties involve greeting guests and allocating rooms according to laid-down procedures, with responsibilities outlined below. The list is not exhaustive.
Responsibilities
* To arrive promptly on duty as scheduled in a full, clean & presentable uniform in accordance with company grooming policy.
* Maintain the highest level of personal and work cleanliness and hygiene.
* Adhere to the company's Code of Conduct.
* To comply with company regulations regarding fire, health and safety, hygiene, customer care and security.
* To read, understand and carry out responsibilities as defined in the Health and Safety Statement and Staff Handbook.
* Check and ensure the correctness of all reception floats.
* Ensure work areas are kept clean, safe and tidy at all times.
* Receive and register guests on arrival, using their names at all times adhering to laid down procedures e.g. brand standards.
* Ensure all documentation relating to the registration and checking out of guests is in accordance with standard procedures.
* Be thoroughly familiar with all company selling procedures and promotions.
* Be aware of hotel room availability and rates at all times.
* Adhere to all regulations in respect of Health and Safety, hygiene, guest safety, fire regulations, emergency procedures, etc.
* To ensure that any additional requirements for guests are offered and catered for as much as reasonably possible (e.g., dinner reservations, porter, information services).
* To ensure that all charges are posted correctly onto room bills.
* Maintain & monitor management accounts.
* Be aware of all hotel facilities & amenities (e.g., car parking, directions).
* Communicate with colleagues and guests professionally.
* Provide the highest level of customer service consistently.
* Provide relevant reports to departments as required.
* To take reservations and respond to guests in a timely and professional manner.
* To answer switchboard in a warm and welcoming manner and transfer calls to the correct extensions in the absence of the switchboard operator.
* To administer all reservations, cancellations & no-shows in line with company policy.
* Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.
* Conduct regular security checks throughout the day and report any issues to management.
* Report maintenance issues immediately to management.
* To correctly take messages for guests/staff ensuring that date, time, message, from, to and initial are noted.
* To ensure that relevant people receive any messages immediately.
* Deal with guest requests/queries in a polite and attentive manner and report/log any problems to the Duty Manager.
* Balance telephone, lounge, restaurant, bars and reception cash at the end of each shift.
* Allocate rooms sensibly based on guest requests once relevant information is viewed.
* Check telephone charges from meeting rooms and ensure they are posted to the correct folios.
* Handle safe deposits for guests.
* Maximise in-house selling whenever possible and maintain awareness of all sales opportunities.
* Deal with foreign exchange for customers.
* Ensure that all monies are kept secure at all times.
* All staff are required to participate in training and team meetings as scheduled and adhere to their content.
* Complete duties as per checklist.
* To ensure that all cash handling is performed in accordance with cash handling procedures.
* Carry out any reasonable duty requested by a manager, senior staff member or guest.
Skills
* Fluent in English
* Outlook
* Microsoft Office
* Hospitality
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Hospitality
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