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JOB DESCRIPTION
- Achieve positive outcomes from Guest queries in a timely and efficient manner
- Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
- Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
- At all times, exhibit excellent customer service.
- When necessary, participate in the proper training sessions and support the Night Team’s training and development initiatives.
- Display the general product knowledge required to carry out daily tasks, including an understanding of hotel room categories, pricing, packages, and promotions.
- Increase room occupancy and advertise hotel amenities and services through upselling strategies.
- In compliance with the hotel credit policy, follow the proper protocols for accepting cash, credit cards, and foreign currencies.
- Observe all health and safety laws, hotel security rules, and fire codes. When using property management systems and front-of-house equipment, follow policies and procedures.
- Observe the company’s brand guidelines.
- Help other departments as needed
REQUIREMENTS
- Previous experience in a customer-focused industry
- Positive attitude and good communication skills
- Commitment to delivering a high level of customer service
- Excellent grooming standards
- Calm, efficient, and organized with great attention to detail
- Ability to multi-task while maintaining a positive attitude when working with a Guest
- Professional manner with an emphasis on hospitality and guest service
- Ability to work on your own and as part of a team
- Competent level of IT proficiency
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Previous experience in cash handling
- Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
- Conflict resolution experience
