MAIN DUTIES AND RESPONSIBILITIES:
- Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay, exceeding their expectations
- Prepares & Checks on Guest needs prior to arrival, including amenity delivery, IRD, HSK and Room Readiness.
- Special attention, preparation for VIP arrivals
- Meets, greets & escorts (VIP) Guests to their room
- Attends promptly to guests' inquiries and assists them with their needs during their stay
- Coordinating Guest Preferences & proceeds w/ guests profile update accordingly
- Guest Complaint handling, provides immediate and effective solutions, PRIDE report follow up
- Responsible for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times
- Ensures that Guest Service Agents are following the LQA/Forbes standards and completing their checklists
- Ensures posting accuracy within the Front Desk
- Checks on rate code accuracy & correct posting of package credits
- Makes sure that 3rd party bookings are routed correctly
- Responsible for daily Credit Report
- Monitors Check Outs in a timely manner and communicates all relevant information with Housekeeping immediately
- Trains GSA new hires on Front Office Tasks and Responsibilities
- Trains Front Office Team on new SOP’s and tools
- Creates new SOP’s
- Schedules and monitors Team member’s lunch breaks
- Promotes internal outlets and activities organized by the hotel
- All Concierge related tasks, as restaurant recommendation & bookings, such as other activities
- Works close with FO Mgrs.& Director of Rooms, ensures that a proper handover is provided on a daily basis
- Works close with the Reservations Team, in order to get all guest relevant information and communicates correctly to the rest of the Team
- Performs as Rooms Controller when business level requires
- Responsible for weekly inventory of Front Office Supplies
- Ensures guests privacy and confidentiality, complies with GDPR
- Analyses customer feedback and suggests strategies to continuously improve overall rating
- Bids a warm and friendly farewell to departing guests / VIPs and recap on their stay
- Use utilities and resources in a responsible manner to control wastage.
- Communicate relevant information to the department, your line manager and across departments, as appropriate.
- Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
- Attend learning and development courses and complete eLearning modules, as required.
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