Job Description

• To ensure SOP for check-in and check-out are properly followed.
• To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business
• Meet and greet all incoming and outgoing Guests warmly in a friendly manner and address them by name at all times whenever possible.
• Accurately and efficiently do postings of both accommodation and other related expenses onto guest accounts or the hotel system.
• Ensure that all guests arriving in the hotel are met and greeted and comfortably checked in.
• To efficiently check out guests and receive any payments related to their stay while transferring the hotel bills to the respective departments and attaching the correct correspondences.
• Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass.
• Attending to calls, both internal and external as per the set phone etiquette standards.
• Ensure that the housekeeping is furnished with detailed information and requests on the expected arrivals of the day including specific services required of them e.g. Twin/Extra beds.
• Ensure the Front Office Reception /Back Office is kept neat at all times.
• Ensure all the credit card machines and other operational equipment’s are working
• Ensure the reports/information related to your shift is complete and well recorded in the hand over book.
• Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.
• To maintain a good knowledge of reservation procedures, rates, promotions, and room up selling. To be aware of availability and take reservations where necessary.
• To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as taking responsibility for your personal development within the company.
• Keep alert for guests leaving the hotel, especially for comments which could be useful in evaluating the performance of the hotel both favorable and unfavorable.

Qualifications

• Diploma in a relevant field/ Reputable college training
• Minimum 2-years working experience in a similar role with hands on experience in back office routines of providing administrative/clerical support.
• Familiar with hospitality operating systems will be an added advantage
• Must possess outstanding communication skills