Job Purpose
This position is responsible for providing an exceptional customer service assistance, accurate information and personalized solutions to all guests’ inquiries concerning hotel facilities, venues and functions.
Primary Responsibilities
Front Office Operation
- Performs Front Office operations, applying the organizational structure defined by the Front Office Manager
- Contributes to guest satisfaction at all times by providing high quality services throughout their stay
- Gives priority to guest relations, while taking care to respect administrative procedures
- Handles any guest complaints and/or remarks; provides a response as soon as possible
- Takes care of the arrival and departure processes for guests in compliance with internal procedures
- Maintains excellent relations with the welcomers, ensuring their activities complement each other
- Informs guests about the formalities, any particular conditions relating to their stay and the services available
- Passes on information as necessary to other departments (floor staff, technical etc.) and to other members of the front desk team
- Promotes the brand and/or Group loyalty program, adapting the sales pitch to suit the guest's needs
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)
- Receive telephone calls and take messages for guests who are out
- Alert Security or Duty Manager of suspicious looking person(s) / articles
