Front Desk Officer

Property Name: SPACE Luxury Rental Suites & Apartments (Pvt.) Ltd.

Employment Type: Full Time

Department: Front Office

Responsible To: Front Office Manager / Deputy General Manager.

Experience: 3-5 Years

Scope and General Purpose of Job:

Under the general guidance and direction of the Property Manager and within departmental standards manual, assists in overseeing and directing all aspects of Front Desk operations. To be fully conversant with all emergency and security procedures within the hotel, and take charge of any situation that may arise.

To maintain the highest standards of service and operational efficiency within all areas of responsibility.

To ensure there is a positive approach, which is actively pursued in respect of training and development of all departmental personnel.

MAIN RESPONSIBILITIES:

Check out guests efficiently and without undue delay.

To ensure that all guest comments, including complaints, are dealt with in an effective and speedy manner and with tact and diplomacy in order to facilitate good guest relations and optimize guest satisfaction.

Inform the Duty Manager of any guest queries, complaints or suggestions received during your shift.

Answer phone in an efficient and friendly manner, deal with enquiries, or transfer calls to the property manager.

Respond to guest requests for wake-up calls and order morning newspapers.

Arrange taxi transportation for guests during their stay.

Arrange excursions, give advice on local walks in the area, and any other general requests the guest may have. Assist with onward travel arrangements by taxi, rail, bus or air, and make hotel reservations.

Check Guest accounts / Prepare bills / Receive payments from Guests, Post charges to guest accounts when required.

Take room reservations by phone and email, send reservation confirmation to guests.

Check and reply to emails enquiries received during shift.

Update Function folder and Handover Diary with upcoming function sheets. Check Function Sheets for relevant information for Reception staff and post charges to the Master account when required.

Communicate with other departments regarding group and VIP arrivals.

Prepare Housekeeping reports for next day arrivals.

Check with the housekeeping department that rooms are ready for occupation.

Liaise with Porters to deliver luggage to the rooms / to park Guest cars.

Sort incoming Post / Register and frank outgoing post.

Check all Front Desk work areas to ensure cleanliness and tidiness. Reporting and following up any maintenance issues.

Carry out end of shift banking / Balance float.

If required attend any hotel training courses and departmental meetings.

Prepare Handover to Receptionist on next shift or to Night Porter.

Front Desk staff may also be required to help in other areas of the hotel, such as housekeeping, during busy seasons or if short-staffed.

To ensure that the highest level of service is provided to all guests and clients of the hotel, when being dealt with by Front Desk personnel, to maximize guest satisfaction and to lead, motivate and direct all Reception personnel when applicable.

To ensure all guests receive a warm and courteous welcome at check in and to assist with the rooming of guests. Address guests by their name whenever possible.

To effectively monitor and review all department procedures, as laid down in each of the Standards of Performance manuals to maximize efficiency in accordance with the Property Manager.

GENERAL RESPONSIBILITIES:

To be fully aware, competent in and follow at all times:

- Hotel fire procedures

- Hotel security procedures

- Hotel health & safety policy and procedures

- Hotel facilities and opportunities to promote these to customers

- Hotel and departmental operational standards and procedures

- Short and long term sales and marketing promotions

- Customer service standards

- Company and Hotel performance and conduct guidelines, policies and procedures

- To attend all fire, heath and safety, training as requested.

Job Type: Full-time

Pay: Rs45,000.00 - Rs50,000.00 per month

Education:

• Bachelor's (Required)