§ Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.
§ Ensures that guests receive a speedy and efficient check in/ out.
§ Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance.
§ Ensures that the guests’ bill are presented and collected accordingly.
§ Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§ Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.
§ Adheres to pre-set availability and rate controls.
§ Ensures a high level of product knowledge of hotel and local area.
§ Maintains and updates guest history and marketing database as laid down in Front office procedures.
§ Ensures a high level of customer service is consistently maintained.
§ Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel.
§ Ensures the Front Office Manager or Assistant Manager is kept fully aware of any relevant feedback from wither customers or other departments.
§ To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.
§ Promotes Gold Passport programme to potential guests whenever possible.
§ To be knowledgeable with the various airline frequent flyer programmes.
§ Complies with all hotel policies relating to Front Office.
§ Complies with all systems and procedures as laid down by the Front Office Manager.
§ Assists with reservations whenever necessary.
§ Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner.
§ Handles basic Business Centre services when required.
§ Handles keys and ensures Security policies are adhered to.
§ Handles foreign exchange according to policies.
§ Performs cashier functions; balances at the end of the shift according to established standards.
§ Liaises with Concierge/Bell for smooth handling of luggage and transport services.
§ Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges.
§ Exchanges foreign currencies to any in-house guest.
§ Provides guests with cash advances on their credit card.
§ Produces authorisation codes from FIT guests’ credit cards.
§ Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis.
§ Ensures all master folios due to depart have been checked out and have their respective back ups attached.
§ Responsible for issuing paid-outs and petty cash once Duty Manager’s approval has been received.
§ Responsible for registration and issuing of safety boxes.
§ Has a thorough understanding of all the services offered by the Hotel.
§ Reads all memos concerning Front Office.
§ Ensures the general float contains sufficient change and funds while on duty.
§ Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing.
§ Ensures that the float is balanced before finishing the shift.
§ Ensures security of all hotel funds and properties at times whilst on duty.
§ Hass a thorough understanding of all cashiering functions in the Hotel’s computer system.
§ Attends and contributes to all Meetings as required.
§ Provides courteous and professional service at all times.
§ Attends hotel training sessions as scheduled to improve skills and knowledge.
§ Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Employee Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ Ensures high standards of personal presentation and grooming.
§ Maintains positive guest and colleague interactions with good working relationships.
§ Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.