Job Summary – (Role Summary)
Responsible for planning, organizing, leading, supervising, co-coordinating, auditing and participating in the activities of Front Desk personnel.
Essential Duties and Responsibilities – (Key Activities of the role)
Supervises, co-ordinates and participates in the activities of the Front Desk staff such as:
•controlling and handling guestroom keys, messages, mail
•giving out information
•keeping and up-to-date minute inventory of rooms for room sale
•maintaining relevant records for statistical report
•maintaining accurate file of guest history/registration cards
•accuracy of room rack and the alphabetical rack
Ensures that the activities of all Front Desk staff are performed on the basis of established procedures and standards.
Ensures correctness of information in guest folio, i.e. bills, room rates etc; initials them.
Ensures that guest needs, inquiries, complaints are properly handled and accommodated.
Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests and implements them.
Co-ordinates closely with Housekeeping in keeping-up with the status of the guest rooms; maintains proper functioning of room status systems.
Reconciles room status report of Housekeeping with that of Front Office, advises Guest Service Manager of any discrepancy.
Advises Housekeeping, Room Service, Telephone and other affected departments through proper form or by telephone of all check-ins and checks-outs, cash basis and advance payment registrations, rate and so on.
Authorizes room or rate changes, paid-outs, rebates, cash advances, release of airline crew allowance, assumption of liabilities, “charge to” billing, etc. following or on the basis of established policies, standards and procedures.
Performs other related duties and special projects as assigned by superiors.
2. REQUIRED QUALIFICATIONS
Required Skills –
Must be familiar with Front Office operations
Personable and charming
Verbal and written facility
Able to relate with different types of personalities
Familiar with hotel guest policies, facilities and services, and front desk specifications
At least 3 years’ experience in a hotel of international standard