Job Detail

Main Duties & Responsibilities
 General
o Reads the logbook daily and take action accordingly.
o Provides information regarding the hotel’s facilities & services.
o Ensures to always be informed of VIP in-house and daily functions.
o Handles guest complaints in accordance with service recovery guidelines.
 Front Desk
o Assigns rooms and checks in/out guests in accordance with established standards.
o Checks guest history of all arrivals on shift and gets familiarized with the information.
o Greets and addresses guests by name.
o Thanks every guest when they depart.
o Exchanges money for guests in accordance with the hotel’s foreign exchange policy & procedure.
o Handles the following situations in accordance with hotel policy:
 Early arrivals and late check outs
 Rebate and paid outs
 Refund
o Runs the night audit
o Post folios and relevant data in the system immediately and accurately.
 Communications
o Operates the switchboard in accordance with the hotel’s high standards of guest courtesy and efficiency.
o Places requested wake-up calls.
o Ensure all calls are answered courteously, efficiently and timely.
o Takes telephone messages.
o Keeps a record of all emergency telephone numbers.
o Knows how to operate the hotel’s paging system.
o Uses the PMS for messages, locators and traces.
o Handles all operator-assisted calls in accordance with established standards.
o Knows role and action to take in case of emergency.


 Business Centre
o Sends guest faxes and emails.
o Ensures incoming faxes for guests are complete, legible and delivered to the room within 15 minutes.
o Types guest correspondence as required.
o Know how to operate Microsoft Office and Internet and able to explain to guests if requested.
o Bills guests for services in accordance with the hotel’s billing policy and procedure.
 Guest Relations
o Escort guests to the room (VIP or special case only)
o Follows up and follows through on requests by guests for reservations at outside facilities such as restaurants, tours etc.
o Clears expected departures.
o Coordinates with Housekeeping concerning room status and others.
o Checks guest history, arrival list and ensures all routing and special instructions are properly implemented.
o Assigns rooms and checks in/out guests in accordance with established standards.
o Checks guest history of all arrivals on shift and gets familiarized with the information.
o Greets and addresses guests by name.
o Thank every guest when they depart.
o Handles the following situations in accordance with hotel policy:
 Early arrivals and late check outs
 Refund
o Post folios and relevant data in the system immediately and accurately.