Reception/GSA Job Desc
Position: F.O. receptionist
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Level: 1b
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Reports to: F.O. supervisor
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Responsible for: Front Office reception tasks
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Unit: Multi Unit
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Main Role & Objectives:
Ø Ensure that all
guests who stay at the hotel are completely satisfied and all interactions
with them are handled in a very professional manner right up to the payment
of the bill.
Ø Carry out all
the day-to-day Front Office operations associated with the guests.
Ø Manage the
hotel petty cash and the sale of rooms in he hotel
Ø Assist the
Guest efficiently, courteously and professionally in all Front Office Duties,
as per internal procedures
Ø Perform any
other duties that may be assigned from time to time by supervisors in the
both properties
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Main Tasks & Responsibilities:
Ø Ensure that the
handing of a reservation for the hotel or other hotels in the Group is done
with complete professionalism.
Ø Welcome the
guests whether on the phone or in the hotel and ensure that the check-in and
checkout procedure is handled very well.
Ø Inform the
guest of all the services available at the hotel.
Ø Ensure that the
quality of the service offered to the guest is in accordance with company and
Brand standards.
Ø Ensure that the
guest service is excellent so that he/she will return to the hotel.
Ø Update Guest
history.
Ø Welcome the guests.
Ø Know the
services offered by the hotel and encourage the guests to use them during
their stay at the hotel.
Ø Know the
pricing policy of the hotel.
Ø Know the local
environment of the hotel: city, culture, activities, shopping malls, and
general information.
Ø Listen to the
guest at all times; strive to answer all requests from the guests as quickly
as possible.
Ø Establish good
working relationships with the guests and visitors.
Ø Ensure that the
service offered and the provisions provided to the guests are up to company
standard.
Ø Ensure that the
service provided to the guests will win their loyalty to return to the
company.
Ø Provide wake-up
calls as requested by the guests.
Ø Inform the
guest of all the conditions related to their stay in the hotel.
Ø Ensure that the
telephone, e-mail and fax service and safe deposit services are available for
the guest.
Ø Forward any
messages received for the guest.
Ø Forward all
relevant information to the other departments in the hotel.
Ø Strive to
optimise the occupancy rate, the average price per room and the turnover for
the hotel and the hotels in the Accor group.
Ø Prepare a bill
with the details provided by all other outlets in the hotel.
Ø Prepare lists
of arrivals, departures, residents and VIPs.
Ø Prepare the
allocations for groups.
Ø Prepare debtors
files for the accounts Department.
Ø Prepare the
reservations for late arrivals.
Ø Calculate the
guest bills and prepare “debtors” billings.
Ø Complete a
credit check on the guest when s/he arrives at the hotel.
Ø Monitor all
reservations in order to ensure that the availability each day is correct.
Ø Monitor all key
accounts.
Ø Monitor and
follow up the Police report.
Ø Check the
reports for Head Housekeeper and notify him/her of any discrepancies.
Ø Establish the
daily accommodation report and register any cash transactions.
Ø Responsible for
the cashiering procedures in the department.
Ø Keep all
statistics and information available for the other services.
Ø Provide the
reservations service using the Accor Group operating system
Ø Register check
in and departures of all individuals and groups.
Ø Check the
remaining departures and make sure that the corresponding bills are ready and
correct with the supporting documentary proof.
Ø Check the
cleanliness of the workspace.
Ø Ensure that all
documentation is up to date and when necessary deal with guest complaints
when appropriate.
Ø Responsible for
petty cash float provided for your shift.
Ø Check the petty
cash float at the start and end of the shift and enter the audit using the
computerised documents.
Ø Understand and
comply with all health and safety regulations for the department.
Ø Take part in
departmental meetings, as well as internal training sessions·
Ø Be aware of the
proper telephone technique and apply them.
Ø Develop a
through knowledge of the hotel services, procedures, operations hours and
staff.
Ø Liase with all
other departments for all Guest related matters.
Ø Know the local
environment of the hotel: city, culture, activities, shopping malls, and
general information.
Ø Ensure guests
are attended quickly and any complaints handled tactfully and diplomatically
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