PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS
• Is available to register, process, and greet customers promptly both by phone and face to face
• Welcomes customers to the hotel
• Responds to customer requests for information about the hotel and its surroundings
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Arrange fulfilment of customer services by working with GSR, Housekeeping, Reservations, Room Service and Banqueting & Events
• Allocates rooms, issues appropriate keys, prints registration cards and files appropriately
• Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
• Changes room rates and guest rooms if approved by Front Desk Manager
• Handles incoming guest room reservations
• Is aware, at all times, of current room status and room availability
• Is fully aware of Roe Park Resort service concepts
• Is fully aware of, and knows how to handle, all current and future hotel promotions
• Utilises yield management to maximise room revenue
• Increases hotel revenue by promoting food and beverage alternatives within the hotel
• Knows the names of key people within the Resort
• Minimises loss of revenue by adhering to all established credit procedures
• Insures all guests establish credit upon check-in by taking a pre-authorisation
• Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
• Improves timeliness of cash flow by adhering to established credit and inventory control procedures
• Communicates effectively with guests, colleagues and supervisors
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Handles difficult situations effectively
• Communicates open and closed dates, availability and condition of rooms to the Head Receptionist
• Keeps effective key control
• Ensures that guest mail and messages are delivered promptly
• Demonstrates a working knowledge of all services and facilities of the hotel, and assists the hotel’s guests
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
• Is fully conversant with the hotel reservation system
• Is able to operate switchboard, key equipment, credit card machines and printers, hotel alarm systems and other Front Office equipment
SECURITY, HEALTH AND SAFETY
• Ensures that own cash is secure at all times
• Ensures all discrepancies in own cash are declared to the Front Office Manager and Financial Controller
• Ensures that guest details are not disclosed
• Maintains high confidentiality in regards to guest privacy
• Reports any suspicious behaviour of guests and staff to the Front Office Manager and Security
• Notifies Duty Manager and Executive Housekeeper regarding lost and found objects
• Ensures that all potential and real hazards are reported appropriately immediately
• Fully understand the hotel’s fire, emergency and bomb procedures
• Follows emergency procedures to provide for the security and safety of guests and employees
• Works in a safe manner that does not harm or injure self or others
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
• Maintains the highest standard of personal hygiene, dress, uniform, appearance, body language and conduct
MISCELLANEOUS
• Assists the Front Office Manager when requested
• Attends meetings and training required by Front Office Manager
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
• Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Head Receptionist
• Continuously seeks to endeavour professionalism in own job function