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Attend to registration of guests and assigning of rooms.
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 standards.
Ø Ensure that the guest service is excellent so that he/she will return to the hotel.
Ø Responsible for petty cash float provided for your shift.
Ø Calculate the guest bills and prepare “debtors” billings.
Ø Keep all statistics and information available for the other services.
Ø Understand and comply with all health and safety regulations for the department.
Ø Welcome the guests.
Ø Have knowledge of the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
Ø Have knowledge of the pricing policy of 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 Have a knowledge of the local environment of the hotel: geographic situation, competition,
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 Ensures that the service provided to the guests will win their loyalty to return to the company.
Ø Prepare a guest file when using the check-in procedure in the computer system.
Ø Responsible for the cashiering procedures in the department.
Ø Forward any messages received for the guest.
Ø Ensure that the telephone, e-mail and fax service and safe deposit services are available for the guest.
Ø Prepare a bill with the details provided by all other outlets in the hotel.
Ø Provide the reservations service while the department is closed
Ø Register check in and departures of all individuals and groups.
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 Forward all relevant information to the other departments in the hotel
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 Take part in the technical training of trainees within the department.
Ø Take part in departmental meetings, as well as internal training sessions
Ø Complete a credit check on the guest when s/he arrives at 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 Monitor all reservations in order to ensure that the availability each day is correct
Ø Monitor all key accounts
Ø Check the reports for Head Housekeeper and notify him/her of any discrepancies
Ø Prepare the reservations for early arrivals
Ø Establish the daily accommodation report and register any cash transactions
Ø Check the petty cash float at the start and end of the shift and enter the audit using the computerised documents
Ø Administer the "express check-out"
Ø Receive and handles complaints. If necessary, direct complaints to duty manager
Ø Handle all guest inquiries in person or over the phone
Ø Reads log book and follow-up when necessary
Ø Check daily arrival list and follows-up on special request
Ø Liase closely with other sections of front office and other departments, e.g. Housekeeping, Sales, Engineering and F&B outlets
Ø Handle incoming mails and ensure delivery to rooms
Ø Acknowledge items on behalf of guests and ensures delivery
Ø Be aware of all relevant information in order to assist guests
Ø Usage of front office terminology
Ø Promote F&B outlets
Ø Assist guest with flight reservations and conformations
Ø Send telexes and faxes for guests
Ø Ensure correct billing and collections when checking out guests
Ø Review arrival list and correspondence
Ø To look out for errors and correct them
Ø Participate at the Night Auditing
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