Night Reception/GSA Job Desc
Position: F.O. night receptionist
cum.auditor
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Level: 1b
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Reports to: F.O. night supervisor
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Responsible for: Night reception tasks
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Unit: Multi Unit
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Main Role & Objectives:
Ø Ensure that all
guests who stay at the hotel are completely satisfied and all interactions
with them are handled in a very professional manner right up to the payment
of the bill.
Ø Carry out all
the day-to-day operations associated with the guests.
Ø Managing the
hotel petty cash and the sale of rooms in he hotel
Ø Perform any
other duties that may be assigned from time to time by supervisors in the
both properties
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Main Tasks & Responsibilities:
Ø Attend to
registration of guests and assigning of rooms.
Ø Ensure that the
handing of a reservation for the hotel or other hotels in the Group is done
with complete professionalism.
Ø Welcome the
guests whether on the phone or in the hotel and ensure that the check-in and
checkout procedure is handled very well.
Ø Inform the
guest of all the services available at the hotel.
Ø Ensure that the
quality of the service offered to the guest is in accordance with company
standards.
Ø Ensure that the
guest service is excellent so that he/she will return to the hotel.
Ø Responsible for
petty cash float provided for your shift.
Ø Calculate the
guest bills and prepare “debtors” billings.
Ø Keep all
statistics and information available for the other services.
Ø Understand and
comply with all health and safety regulations for the department.
Ø Welcome the
guests.
Ø Have knowledge
of the services offered by the hotel and encourage the guests to use them
during their stay at the hotel.
Ø Have knowledge
of the pricing policy of the hotel.
Ø Strive to
optimise the occupancy rate, the average price per room and the turnover for
the hotel and the hotels in the Accor group.
Ø Have a
knowledge of the local environment of the hotel: geographic situation,
competition,
Ø Listen to the
guest at all times; strive to answer all requests from the guests as quickly
as possible.
Ø Establish good
working relationships with the guests and visitors.
Ø Ensure that the
service offered and the provisions provided to the guests are up to company
standard.
Ø Ensures that
the service provided to the guests will win their loyalty to return to the
company.
Ø Prepare a guest
file when using the check-in procedure in the computer system.
Ø Responsible for
the cashiering procedures in the department.
Ø Forward any
messages received for the guest.
Ø Ensure that the
telephone, e-mail and fax service and safe deposit services are available for
the guest.
Ø Prepare a bill
with the details provided by all other outlets in the hotel.
Ø Provide the
reservations service while the department is closed
Ø Register check
in and departures of all individuals and groups.
Ø Provide wake-up
calls as requested by the guests
Ø Inform the
guest of all the conditions related to their stay in the hotel.
Ø Forward all
relevant information to the other departments in the hotel
Ø Check the
remaining departures and make sure that the corresponding bills are ready and
correct with the supporting documentary proof.
Ø Check the cleanliness
of the workspace
Ø Ensure that all
documentation is up to date and when necessary deal with guest complaints
when appropriate
Ø Take part in
the technical training of trainees within the department.
Ø Take part in
departmental meetings, as well as internal training sessions
Ø Complete a
credit check on the guest when s/he arrives at the hotel
Ø Prepare lists
of arrivals, departures, residents and VIPs
Ø Prepare the
allocations for groups
Ø Prepare debtors
files for the accounts Department
Ø Monitor all
reservations in order to ensure that the availability each day is correct
Ø Monitor all key
accounts
Ø Check the
reports for Head Housekeeper and notify him/her of any discrepancies
Ø Prepare the
reservations for early arrivals
Ø Establish the
daily accommodation report and register any cash transactions
Ø Check the petty
cash float at the start and end of the shift and enter the audit using the
computerised documents
Ø Administer the
"express check-out"
Ø Receive and
handles complaints. If necessary, direct complaints to duty manager
Ø Handle all
guest inquiries in person or over the phone
Ø Reads log book
and follow-up when necessary
Ø Check daily
arrival list and follows-up on special request
Ø Liase closely
with other sections of front office and other departments, e.g. Housekeeping,
Sales, Engineering and F&B outlets
Ø Handle incoming
mails and ensure delivery to rooms
Ø Acknowledge
items on behalf of guests and ensures delivery
Ø Be aware of all
relevant information in order to assist guests
Ø Usage of front
office terminology
Ø Promote F&B
outlets
Ø Assist guest
with flight reservations and conformations
Ø Send telexes
and faxes for guests
Ø Ensure correct
billing and collections when checking out guests
Ø Review arrival
list and correspondence
Ø To look out for
errors and correct them
Ø Participate at
the Night Auditing
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