Front Office Manager

As Front Office Intern, you will be the frontline in showcasing our voco “Come on in” hallmark, making sure all our guests experience a ‘Reliably Different’ service all throughout their stay.

Responsibilities

• Efficiently carry-out services provided at the Front Desk including welcoming and check-in/check-out of guests, attending to their requests and queries, taking and relaying messages and other related operational concerns.
• Take/relay endorsement from/to previous/next shift, follow up on any outstanding matters and ensure the delivery/completion of service.
• Ensure the maintenance of an atmosphere of tranquility at the reception desk, never giving the impression that there is a problem.
• Review all incoming reservations for the day to match the necessary accommodation.
• Review and resolve all ‘Traces’ directed to Reception.
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Ensure that all guests are checked-in into the computer immediately and accurately. Check all transactions performed and sign on designated space in the registration card signifying completion of procedure.
• Promptly answer the telephone, within three rings. Use your name when answering, speak clearly and in pleasant voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Coordinate/facilitate delivery of mail, small packages and facsimile for customers as requested.
• Close guest accounts at time of check-out and ask guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowance.
• Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security.
• Ensure that all rooms which are due to check-out are followed-up and updated in the computer system accordingly. Guests who have checked-out must be immediately checked-out from the computer system.
• Ensure that Hotel’s Employee Rules & Regulations are understood and adhered.
• Responsibly use all available systems and equipment at Front Office including PMS (Property Management System), credit card machine, key system, etc.
• Maintain an accurate filing system.
• Be familiar with all hotel services, offers and facilities and their operating hours.
• Ad-hoc duties as required – unexpected moments when we have to pull together as a team to get a task done.
  

What We Need From You

• Outstanding written and verbal communication skills.
• A naturally outgoing and friendly personality with a passion for service excellence to consistently deliver and demonstrate voco service standards.
• A true “team-player” mentality and flexible attitude towards a diverse set of tasks.