Position Overview & Specifications

REPORTING TO GENRAL MANAGER
SCOPE AND PURPOSE
To provide an exceptional and friendly service to all guests of the hotel making them
feel as if they are staying in a home away from home.
In the absence of management to act as duty manager.
ROLE AND RESPONSIBILITIES
 Be responsible for evacuation, in cases of emergency, acting as first point of
contact for guests and the emergency services
 To plan the shift in relation to arrival, departure of guests including room
sales, room allocations, VIPs
 To assist with taking reservations following the correct reservations procedure
 To check in Guests, register guest, and allocate rooms.
 Upon check in to verify guests’ method of payment follow established credit
checking procedures or cash handling procedures.
 To check out departing guests, ensuring the correct paperwork is completed,
signed, all bills are posted and account is settled in full where applicable.
 To cash up and reconcile reception takings and balance float.
 To answer incoming calls and transfer the calls accordingly.
 To deal with any guests complaints, and bring to the attention of management.
 To deal with all guests’ queries in a professional and timely manner.
 To co-ordinate room status updates with the housekeeping team by notifying
them of late check in rooms, early check in rooms and special requests.
 To be fully aware of all the hotel facilities, and actively up sell to the Guest.
 To be fully aware of the food and beverage offerings through the restaurant,
bar and room service.
 To be fully aware of all room types, in-room facilities and mini bar operations.
 To serve beverages from the reception bar.
 To ensure that all equipment is in working order, and report any faults to the
department manager at the earliest opportunity.
 To carry out any reasonable request from the General Manager.
QUALIFICATIONS AND EXPERIENCE
Two years in a similar role preferably in a quality hotel environment
PREFFERED SKILLS
 Able to display a pro-active approach to problem solving
 Loves the hotel environment and helping guests have a memorable stay
 Fluency in written and spoken English
 Ability to work under pressure
 Team-player
 Good organisational skills