Summary

Job Title : Front Office Receptionist

Responsible To : Front Office Manager, Assist. Front Office Manager, Team Leader

Scope and General Purpose of Job:

To assist the Front Office Manager/Assistant Front Office Manager to ensure the smooth and efficient operation of the Front Office Department and all related Guest Services, achieving maximum sales and guest satisfaction, and adhering to the standard of service required by the hotel.

Main Duties:

Front Desk Duties

• To maintain an atmosphere of tranquility and efficiency at the front desk.
• To attend to all guests who approach the Front Desk, immediately, cordially and with a smile.
• To attend the Hotel guests in the procedure of registering, enquiries, guest handling, messages and all related matters.
• To register the guests promptly ensuring that they are provided with all the necessary information.
• To enter all guest folios and relevant data into the computer immediately and accurately.
• To answer the telephone promptly and clearly, ensuring a courteous and friendly manner.
• To take room reservations effectively, efficiently and as entered properly to the computer.
• To ensure that the V.I.P. Gold Passport, Regency Club and special request rooms are pre-assigned and that rooms are ready at least 30 minutes prior to guest’s estimated time of arrival.
• To have a sound knowledge of the company’s Marketing Programs.
• To keep daily log book up to date
• To prepare registration cards for the next day’s arrivals.
• To be constantly aware of the room situation and to strive to obtain maximum occupancy.
• To maintain and update the guest history files on a regular basis.
• To be aware of all hotel activities daily.
• To handle the guest messages and ensure that they are distributed promptly and efficiently as per the departmental procedures.
• To post all charges immediately to the guest folios.
• To handle foreign exchange transaction according to the standard procedures ensuring that a receipt is given.
• To handle both individual and group check-out according to the standard procedure.
• To ensure the running of all overnight reports are completed fully and correctly.
• To inform Assistant Managers to welcome VIP and Returning guests.
• To advise Team Leader – Front Office of any dubious billing matters instruction.
• To immediately recognize VIP
• To check the validity of travel agent vouchers.
• To ensure that all rebates and paid out vouchers are signed by an Assistant Manager, being conscious to avoid the necessity for rebates.
• To ensure that the hotel’s credit policy is adhered to at all times.
• To prepare and balance a cash report and remittance envelop at the end of the shift.
• To be responsible for all issued funds, foreign currencies and all collections.
• To ensure that all guest/group information and billing instructions received from Reception are complete.
• To ensure that all vouchers for rebates, transfers, paid-outs and corrections are clearly explained and supported.
• To receive and post payments for settlement of City Ledger accounts.
• To handle payments by credit cards in accordance with prescribed procedures.
• To help in the efforts to avoid late charges and skippers and to inform the Front Office Manager, Assistant Manager – Front Office if they are discovered.
• To assist, if on night duty, in the processing of the Night Audit Process.
• To operate switchboard at the Front Desk when on duty at night shift and to use correct procedure for handling calls, billing, message handling, wake-up calls, and making overseas calls for guests.

Other Duties

• 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 grooming standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with your colleagues and all other departments.
• To ensure you read the hotel’s Employee Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, in order to meet business demands and guest service needs.
• To attend training sessions and meetings as and when required.

Qualifications

Requirements

• Full Grade twelve certificate
• Minimum Diploma in Hospitality Management. Higher education will be an added advantage.
• Qualifications must be certified by ZAQA
• At least 3 years hand on experience as a receptionist.

• To maintain an atmosphere of tranquility and efficiency at the front desk.
• To attend to all guests who approach the Front Desk, immediately, cordially and with a smile.
• To attend the Hotel guests in the procedure of registering, enquiries, guest handling, messages and all related matters.
• To register the guests promptly ensuring that they are provided with all the necessary information.
• To enter all guest folios and relevant data into the computer immediately and accurately.
• To answer the telephone promptly and clearly, ensuring a courteous and friendly manner.
• To take room reservations effectively, efficiently and as entered properly to the computer.
• To ensure that the V.I.P. Gold Passport, Regency Club and special request rooms are pre-assigned and that rooms are ready at least 30 minutes prior to guest’s estimated time of arrival.
• To have a sound knowledge of the company’s Marketing Programs.
• To keep daily log book up to date
• To prepare registration cards for the next day’s arrivals.
• To be constantly aware of the room situation and to strive to obtain maximum occupancy.
• To maintain and update the guest history files on a regular basis.
• To be aware of all hotel activities daily.
• To handle the guest messages and ensure that they are distributed promptly and efficiently as per the departmental procedures.
• To post all charges immediately to the guest folios.
• To handle foreign exchange transaction according to the standard procedures ensuring that a receipt is given.
• To handle both individual and group check-out according to the standard procedure.
• To ensure the running of all overnight reports are completed fully and correctly.
• To inform Assistant Managers to welcome VIP and Returning guests.
• To advise Team Leader – Front Office of any dubious billing matters instruction.
• To immediately recognize VIP
• To check the validity of travel agent vouchers.
• To ensure that all rebates and paid out vouchers are signed by an Assistant Manager, being conscious to avoid the necessity for rebates.
• To ensure that the hotel’s credit policy is adhered to at all times.
• To prepare and balance a cash report and remittance envelop at the end of the shift.
• To be responsible for all issued funds, foreign currencies and all collections.
• To ensure that all guest/group information and billing instructions received from Reception are complete.
• To ensure that all vouchers for rebates, transfers, paid-outs and corrections are clearly explained and supported.
• To receive and post payments for settlement of City Ledger accounts.
• To handle payments by credit cards in accordance with prescribed procedures.
• To help in the efforts to avoid late charges and skippers and to inform the Front Office Manager, Assistant Manager – Front Office if they are discovered.
• To assist, if on night duty, in the processing of the Night Audit Process.
• To operate switchboard at the Front Desk when on duty at night shift and to use correct procedure for handling calls, billing, message handling, wake-up calls, and making overseas calls for guests.
• 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 grooming standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with your colleagues and all other departments.
• To ensure you read the hotel’s Employee Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, in order to meet business demands and guest service needs.
• To attend training sessions and meetings as and when required.

• Customer Service
• Communication
• Computer Proficiency
• Foreign Exchange Handling
• Cash Handling
• Problem-Solving
• Attention to Detail
• Teamwork
• Time Management

• Full Grade twelve certificate
• Minimum Diploma in Hospitality Management. Higher education will be an added advantage.
• Qualifications must be certified by ZAQA
• At least 3 years hand on experience as a receptionist.