Role Purpose:

Responsible for greeting and registering Hotel guests, providing guest service throughout the customer journey and settling guest accounts upon departure.

ROLES AND RESPONSIBILITIES

(include but are not limited to):

Project courtesy, hospitality and professional behaviour across your department at all times with guests and fellow colleagues.

Welcome guests upon arrival with courtesy and Register arrivals according to the hotel standards and procedures including the adherence to all credit and accounting procedures.

Manage guest-room inventory by communicating regularly with Housekeeping to ensure rooms are available for efficient check-ins.

Room guests according to reservation requests and inventory availability.

Programme guest keys and master keys following established standards and procedures.

File and manage registration cards for guests according to the hotel standards and procedures.

Create, modify and cancel guestroom reservations for walk-ins when required.

Review guestroom folios to check for discrepancies and ensure special billing arrangements are properly carried out.

Provide guests with concierge advice and information and Coordinate tasks of Bell Desk and luggage service.

Handle all incoming calls to the hotel, attend to guest inquiries, and resolve any issues in a timely and professional manner to ensure guest satisfaction.

Monitor guest feedback and make recommendations for improvements or new products or services to meet guest needs.

Check-out guests efficiently and courteously according to established standards and procedures including the adherence to all credit and accounting procedures.

Post manual charges, advance deposits, no show charges and other charges as required following established procedures.

Carefully manage the cash float according to established standards and procedures.

Promote SBEC to guests by highlighting programme benefits, and assisting with queries and enrolment and provide existing SBEC members with additional services as stipulated by the programme or existing promotions.

Maintain a complete understanding of the Hotel's policy relating to fire, safety and health, and ensure all precautions are taken to safeguard against incidents.

Perform other assignments to meet business needs as directed by your superiors.

Skills and Competencies:

Proficiency with Opera hotel management systems is a must.

Computer literate with knowledge in MS Office, especially Word and Excel.

Strong Customer Service skills.

Self-motivated.

Team player.

Strong interpersonal and communication skills.

Good analytical skills and problem-solving skills.

Able to multi-task and prioritize tasks consistent with business objectives.

Knowledgeable of basic accounting principles and revenue management.

High attention to detail.

Experience and Qualifications:

Bachelor's Degree / Diploma in Hospitality Management.

Minimum of 1 year of experience as a Receptionist/Cashier in a 4- or 5-star hotel, preferably with an international hotel brand.