Overall Job Purpose

Welcoming guests and instantly make them feel at ease

Register guests according to local guidelines

·       Responds to guest requests and handles guest problems and complaints.

·       Ensure correct invoicing and guest payments

·       Fulfill administrative tasks, responding to calls & emails

·       Assist guest with luggage and packages

·       Hosting guest for Food & Beverage outlets, Wellness, meetings and (social) events

·       Monitor people entering the building, and report any suspicious activity

Principal Accountabilities

·       Welcome and acknowledge guests according to company standards

·       Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests

·       Activate/reissue room keys

·       Ensure rates match market codes, document exceptions

·       Verify/adjust billing for guests & secure payment

·       Communicate to appropriate staff when guests are waiting for an available room

·       Advise guest of messages

·       Clear departures in computer system

·       Coordinate with Housekeeping to track room status and guest concerns

·       File guest paperwork or documentation

·       Operate telephone switchboard station

·       Run and check daily reports, contingency lists, and credit card authorization reports

·       Cash-guests’ checks, process all payment types, vouchers, paid-outs, charges, and provide change

·       Anticipate and address guests service needs; assist individuals with disabilities; supply guests with directions and information

·       Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests satisfaction

·       Thank guests with genuine appreciation.

·       Count and secure bank at beginning and end of shift

·       Hosting guests for Food & Beverage outlets, Wellness, meetings and (social) events

·       Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager

·       Ensure uniform and personal appearance are clean and professional

·       Maintain confidentiality of proprietary information; protect company assets

·       Speak using clear and professional language; answer telephones using appropriate etiquette

·       Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees

Ensuring the safety and security of all hotel guests, team members and property

·       Stay alert during their entire shift to screen for security. As the first point of contact with people entering the building, they look out for suspicious activity and may check for identification or ask visitors to log in.

·       Notify Loss Prevention/Security of any reports of theft.

·       Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager

·       Comply with quality assurance standards.

·       Flexible working hours, this includes evenings, weekend days and nights.

·       Provide feedback to superiors regarding staffing levels, and department specific situations to ensure that guest service, operational needs and financial objectives are met.

·       Perform other reasonable job duties as requested by Supervisors