To ensure all guests data is updated in the police system, and to assist Front Office operation whenever needed.
To be an ambassador of the Front Office and the hotel, in and outside the work place.
To provide a personal service to all the guests, fully aware and following the hotel standards and procedure.
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions.
To ensure that the privacy of the guests and the confidentiality of the information is respected.
To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.
To properly use the supplies, equipment and to ask for requisitions accordingly.
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
To call the supervisor or manager for advice in serious cases or if an approval is required.
To ensure a proper use of the telephone etiquette standard.
To check in and check out all the guests in the CID system, respecting the local government requirements in order to avoid penalties.
To monitor and correct any discrepancy shown by the PMS and CID system reconciliation.
To handle all CID related messages and information, acting as a link between the hotel and the local authorities.
To attend all CID related trainings and to train and monitor colleagues accordingly, constantly updating the AFOM, Night Manager and FOM.
To maintain a structured filing system, as per CID and audit procedures requirements.
To attend all guest requests, respecting the hotel standards and procedures.
To report all guest comments or complaints.
To be aware of all VIPs visiting or staying in the hotel.
To assist in tracing all recurring guests.
To assist the Front Office team in different tasks, whenever needed.
To do a complete handover between the shifts.
To properly use all the equipment and property management system, to have perfect knowledge of the set ups.
To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
To always keep the working area clean and well maintained.
To strictly respect the key handover procedures.
To daily refer to the departmental check lists.
To respect schedules, terms and deadlines as agreed with the Management.
To daily read the Front Office logbook and to sign it.
To be aware of all hotel facilities operating timing and to promote the internal activities and events.
To be fully aware of and to report all guests comments and complaints.
To be updated with the latest administrative, organizational, operational or other changes and news.
To attend a daily briefing with the Front Office team to recapitulate tasks and activity.
To share daily activity highlights with the assistant manager and manager including internal and external guest opportunities.
To actively promote the SPG program.
To maintain an atmosphere of high morale and a happy working relationship among the team.
To report for duty punctually wearing the correct uniform and name tag.
To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
To provide friendly, courteous and professional service at all times.
To maintain good working relationships with all colleagues.
To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
To comply with local legislation as required.
To respond to any changes in the department as dictated by the needs of the hotel.
To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
To attend trainings and meetings as and when required.
At least 1 year of experience within the hospitality industry