KEY TASKS

EXPECTED RESULTS

Duties

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.

Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.

Maintain strict security procedures with credit and cash, accounting procedures, issue of room keys and guest confidentiality.

Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers and transfer all calls to relevant departments or guest room responding to requests quickly and efficiently.

• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.

Assist, as required calls for reservations following hotel standard. Ensure accurate, up to date information is given.

• Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
• Control room inventory and assign room per guest needs.

Human Resources Responsibilities

Assist the (Department) Management Team in the following:

• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines.
• Openly communicate with management staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Team leader or Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Departmental Service Standards / Procedures Manual
• Complete all duties, and ensure a concise hand over.

Health & Safety

• Use safe manual handling techniques, practice safe work habits, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
• Maintain procedures to minimize our impact on the environment and prevent pollution.
• Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Team leader or Manager
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your team leader or manager
• Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturer’s specifications.
• Be fully conversant with departmental fire and evacuation procedures.

Customer Service

• Provide efficient, friendly and professional service to all guests.
• Show by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive; call your Manager if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• Any other reasonable request within your range of competence as required by your Hotel Management.
• Strictly follow up hotel accounting policy and procedures
• Facilitates the functioning of and / or oversees the functioning of Housekeeping Department or any other Department in the Hotel when necessitated by circumstances and as mandated by the General Manager. This would be over and above regular stipulated responsibilities and duties

Job Description

Title of Position: Front Office Associates

Reports to: Front Office Manager or his/her designate

Position Overview: To ensure the highest level of customer service is offered and maintained at all times to all guests. Through the use of effective Front Office skills you will provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety.