REPORTING TO: General Manager/Front Office Manager
MAIN PURPOSE OF JOB:
To assist in the smooth running of the functional areas of reception, to ensure the highest levels of customer satisfaction are achieved, whilst maintaining an efficient system for room allocation, check-in, check out and audit.
To ensure that the highest standards of hospitality and welcome are demonstrated at all times. To complete all relevant procedures as laid by the company.
To ensure fully conversant with the operation of the Front Office system, Opera, have appropriate product knowledge and are able to carry out specific responsibilities effectively against objectives
To promote effective communication within the different functional areas.
To actively maximise up selling opportunities in order to maximise profit
To liaise regularly with the Executive Housekeeper regarding room allocations, VIP’s, special requests and IHG Rewards Club membership
To be aware of competitors facilities and rates and report on any information that is relevant to the improvement of guest service and/or the achievement of an increase in room yield
To assist with the guest relations function and achieve superior levels of guest satisfaction by ensuring that meet the following criteria:-
Guests should be called by name, made to feel welcome at all times and their enquiries dealt with courteously and efficiently all guests are individuals and respect should be given to their differing needs guests have a right to a stated guaranteed consistent level of service the needs of guests are continually changing and therefore it is essential that we recognise the importance of guest comments to formulate change
To comply with all legal requirements and attend statutory training for all team members
To comply with all legal requirements in respect of health, safety and welfare of all members of staff and customers.
To make themselves available for training and communication meetings, for which advance notice will normally be given.
To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
To have a full working knowledge of the priority club programme and its benefits – taking every opportunity to enrol new members.
To ensure that all charges are correctly posted to the guests bills following the standard procedures.
To be aware of the hotel availability and that every opportunity to maximise room sales is taken.
To deal with cash, cheque and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately.
To make sure the float handed over is checked and correct.
To ensure that all messages received for guests and management are passed on accurately and as quickly as possible.
Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
To operate the hotel switchboard and deal with all internal and external calls, according to procedure.
To ensure the security of any safety deposits, guests property, and lost property following security procedures as outlined in the Standards Training Manual.
To ensure the supervisor is advised of low stocks of stationary.
To develop and maintain good working relationships with all departments in the hotel.
To have a thorough knowledge of and adherence to the law with regard to the following company regulations:
Fire regulations and procedures Health and safety regulations First aid procedures
To ensure that the company dress code is adhered to at all times.
To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of your Supervisor/Line Manager.
To ensure that all equipment is adequately maintained and the amount of down time is minimised
To ensure that reflect a positive image of the hotel, both in appearance and attitude