The receptionist is responsible for being the point of contact for guests, facilitating the check-in and check-out processes of the hotel, upselling of rooms and providing exceptional, personalized customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering.
Identify issues with regards the floor appearance/ functioning of equipment and systems
Check overall cleanliness of the front of house areas
Check and restock information brochures
Review the arrival and VIP lists daily and understands special requirements
Assist in preparing and distributing welcome / VIP amenities.
Be familiar with the hotel and resort facilities, promotions and activities
SOP adhered to at all times
General appearance and functioning of front of house areas is maintained as per hotel standard
Any issues have been reported
Has knowledge of VIP’s in house and special requirements
Amenities are accurately and timeously distributed
Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
Interact with guests and complete procedures on guest’s check-in and check-out of the hotel; including cutting of keys; preparing bills and taking payments, etc.
Take and pass on messages to guests
Deal with special requests from guests (like booking theatre tickets or storing valuable items)
Inform guests of the services and accommodation rates in the hotel
Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running
Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.
Administer own float and conduct cash-ups at the end of the shift.
Be present at the reception desk and maintain proper decorum at all times.
Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.
Availability to guests as per guest needs
Response times to customer orders and requests in line with SOP and SLA
Complaint, requests and suggestions are actioned and escalated as per SOP
Special requests have been actioned
Able to pass on all information (including promotion information, functions, facilities) to guests
Guest service targets are achieved
Bookings are made accurately and in line with guest expectations
Feedback or confirmation is provided to guest timeously
Float balances at end of shift
Achieve monthly upselling targets
Requirements
Grade 12 academic
Studying towards Diploma in Hotel and Hospitality Management
Skills & Competencies
Dealing with Customers (including managing conflict)
Employment Echo
