Department: Front Office
Purpose of job: To ensure the smooth and efficient running of the Front Office Department, maintaining standards and guest satisfaction at all times to optimize revenue. The person must align with the culture, mission, values, and quality standards to achieve maximum potential and create an exceptional climate of professional and personable service.
Responsible to: Assistant Manager
Customer care:
* Ensure all guests receive a genuine, warm, friendly, courteous welcome on arrival and during their stay.
* Anticipate guests' needs to enhance service quality and satisfaction.
* Assist guests at all times and handle all queries promptly and efficiently.
* Use initiative to resolve guest queries or problems quickly.
* Report all guest feedback to a Manager.
* Reflect and promote the hotel’s mission and objectives in all activities.
* Complete departmental checklists, checked by a supervisor before going off duty.
* Contribute to improving customer service indices as needed.
* Follow SOP manual standards and ensure hotel standards are consistently achieved and maintained.
* Wear the agreed uniform and maintain high standards of personal hygiene, dress, appearance, and conduct.
* Accept a flexible work schedule to ensure uninterrupted guest service.
* Support other hotel areas as necessary.
* Assist colleagues or guests promptly and courteously, showing flexibility based on business needs.
* Follow all GDPR and PCI policies and procedures.
* Promote sales within the department and maximize sales opportunities.
* Be aware of hotel promotions and special activities.
The Successful Candidate:
* Has previous hotel experience in front office, reservations, sales, or conference & events roles.
* Proficient with Opera PMS or similar systems.
* Possesses excellent communication skills.
* Has a genuine passion for delivering high standards in customer service and exceeding guest expectations.
* Is target-driven and ambitious to meet goals.
* Has exceptional organizational skills.
This is a full-time role, working 5 days over 7, with hours from 11 pm to 7 am. It offers an excellent opportunity for a hospitality professional seeking career development.
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