Job Description

You are responsible for providing a friendly, welcoming, and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction. The main purposes of the hotel reception area’s staff are to respond courteously to guests’ requests, play a part in the general running of the reception desk and help the Deputy General Manager to maintain a smooth room bookings service.

• To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
• To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
• To deal with guest requests to ensure a comfortable and pleasant stay.
• To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
• To be responsible for accurate and efficient accounts and guest billing processes.
• To assist in keeping the hotel reception area clean and tidy at all times.
• To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
• To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
• To ensure that all reservations and cancellations are processed efficiently.
• To keep up to date with room prices and special offers to provide accurate information to guests.
• To report any maintenance, breakage or cleanliness problems to the relevant manager.
• To administer the general petty cash system and float in an accurate manner.
• To undertake all training as required (e.g., first aid, health and safety, customer service).
• To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
• To undertake any other ad-hoc duties (bar and restaurant work) relevant to the post as and when required
• When on night shift, Audit and balance reports from the day shifts.
• Schedule guest wake-up calls and reservations for the following day, if doing the night shift.
• Verify that all work has been performed by other departments during the night shift.
• When on night shift, run computer functions so they are complete by the end of the shift.
• Prepare guest bills for next-day checkouts and process reservation cards.
• Balance cash drawers and record receipts.
• Ensure that guests are seated and provided with menus promptly.
• Familiarize yourself with the menu and as much information about the food and beverage offering available in order to answer any questions guests may have.
• Take food and beverage orders and ensure that orders are communicated to the kitchen and bar promptly and accurately.
• Ensure an efficient and safe delivery of all food and beverage orders in line with guest expectations ensuring an exceptional level of service is always maintained.
• Set up, clear and promptly service tables after use to ensure that guests can be seated in a timely manner.
• Ensure the restaurant areas are clean and well always presented and assist with cleaning and housekeeping duties as required.
• Ensure all cash, charge, float and till procedures are carried out in line with agreed procedures.
• Assist in the set up and preparation and provide service duties for functions as required.
• Support the kitchen staff as and when required and in accordance with hygiene and safety regulations.
• Dusting and polishing furniture and fixtures as and when required.
• Cleaning and sanitizing toilets, showers/bathtubs, countertops, and sinks.
• Maintaining a clean and sanitary kitchen area.
• Making beds and changing linens, washing windows, Vacuuming and cleaning carpets and rugs, Sweeping/vacuuming, polishing, and mopping hard floors.
• Using any cleaning equipment such as vacuums, mops, and other cleaning tools.
• Keeping bathrooms stocked with clean linens, toiletries, and other supplies.
• Cleaning mirrors and other glass surfaces, emptying trash receptacles and disposing of waste.

In addition to above, any other duties as directed by the Deputy General Manager or other member of the management team.

Additional pay:

• Bonus scheme

Schedule:

• 8 hour shift
• Night shift

Required Knowledge, Skills, and Abilities