Job Description
Prime Function:
• Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitors
• Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.
• Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
• Any matter which may affect the interests of the hotel should be brought to the attention of the Management.
Key Responsibilities
People Management
• Provide effective support to the team to enable them to provide effective and efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction. Financial Management
• Identify optimal, cost effective use of the resources and educate the team on the same. Operational Management
• Ensure quality and appropriateness of customer service provided.
• To maintain Front Office log book and shift reports.
• Respond to inquiries and resolve problems in an effective manner.
• Ensure all guests receive a swift, smooth, professional and friendly check in and check out
• Ensure quality in all aspects of the job.
• Maintain record of all banquet and any other functions in the hotel.
• Liaise with other departments for the resolution of day-to-day administrative and operational issues.
• Carry out other duties which naturally fall within the reasonable expectations of the post.
• Adhere to the Procedures & Standards Manual.
• Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
• Liaise with Housekeeping for the Room Status.
• Handle additional responsibilities as and when delegated by the Management. Qualifications
• Bachelor of Hotel Management (BHM) degree or equivalent hospitality qualification
• Minimum 3 years of professional experience in Front Office department
• Strong knowledge of front office operations, including reservations systems, front desk procedures, reception protocols, and cashiering functions
• Proficiency with Opera PMS
• Excellent interpersonal and communication skills with the ability to interact professionally with guests and colleagues
• Demonstrated expertise in guest service delivery and customer satisfaction management
• Solid organizational and time management skills with the ability to multitask effectively in a fast-paced environment
• Proven ability to handle conflict resolution and guest complaints with empathy and professionalism
• Active selling and upselling capabilities with a results-oriented approach
• Cultural sensitivity and the ability to work inclusively with diverse teams
• Leadership potential and willingness to support team members and management initiatives