RECEPTIONIST

JOB PURPOSE

The Receptionist will handle guest arrivals/departures, and will ensure the smooth running of the Reception, in the most efficient and effective manner. She will deliver the highest possible standards of service to all Guests, from their arrival until the minute they depart. She will also be pro-active in maintaining and/or improving the department’s profitability in accordance with Hotel policies, procedures and standards.  

SERVICE DELIVERY
•    To ensure the actions, duties and opening and closing duties are carried out in accordance with the pre-set procedures.
•    To ensure that the department logbook is updated daily and signed.
•    To keep the work station well organised and neat.
•    To demonstrate thorough knowledge and ability in the execution of all required daily Front Office work as well as the steps of the customer journeys during operational hours.
•    To understand all room and floor layouts, package combinations, service and methods of presentation of all products and facilities available.
•    To receive the handover from the previous shift, handle guests’ arrivals and departures except those of VIPs, make and record any changes and report any divergence to the guests’ folios to superiors.
•    To handle the till, change foreign currency and check that all procedures for balancing the folios and ending shift are properly carried out.
•    To input all guests’ information as stated on the registration cards filled in upon arrival in the Front Office computerised system.
•    To deal with welcome drinks on arrival and advise Guests on arrival about all other Hotel services and facilities.
•    To execute any special requests concerning guests prior to their arrival, to supervise the state and ready-time of all the arrivals rooms and ensure the smooth arrival and welcome of all guests.
•    To sense guest needs, inform other departments and quickly respond to maximum satisfaction.
•    To inform the superiors about incidents, observations and developments that affect Guests, the Hotel’s activities and her post.
•    To handle the telephone switchboard and ensure it works efficiently.
•    To respect and safeguard guests’ and the Hotel’s property.