Kamis, 29 Maret 2012

Reception/GSA Job Desc

Position:                    F.O. receptionist
Level:                        1b
Reports to:                F.O. supervisor
Responsible for:        Front Office reception tasks
Unit:                          Multi Unit

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 Front Office operations associated with the guests.
Ø  Manage the hotel petty cash and the sale of rooms in he hotel
Ø  Assist the Guest efficiently, courteously and professionally in all Front Office Duties, as per internal procedures
Ø  Perform any other duties that may be assigned from time to time by supervisors in the both properties
Main Tasks & Responsibilities:
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 and Brand standards.
Ø  Ensure that the guest service is excellent so that he/she will return to the hotel.
Ø  Update Guest history.
Ø  Welcome the guests.
Ø  Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
Ø  Know the pricing policy of the hotel.
Ø  Know the local environment of the hotel: city, culture, activities, shopping malls, and general information.
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  Ensure that the service provided to the guests will win their loyalty to return to the company.
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  Ensure that the telephone, e-mail and fax service and safe deposit services are available for the guest.
Ø  Forward any messages received for the guest.
Ø  Forward all relevant information to the other departments in 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  Prepare a bill with the details provided by all other outlets in 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  Prepare the reservations for late arrivals.
Ø  Calculate the guest bills and prepare “debtors” billings.
Ø  Complete a credit check on the guest when s/he arrives at the hotel.
Ø  Monitor all reservations in order to ensure that the availability each day is correct.
Ø  Monitor all key accounts.
Ø  Monitor and follow up the Police report.
Ø  Check the reports for Head Housekeeper and notify him/her of any discrepancies.
Ø  Establish the daily accommodation report and register any cash transactions.
Ø  Responsible for the cashiering procedures in the department.
Ø  Keep all statistics and information available for the other services.
Ø  Provide the reservations service using the Accor Group operating system
Ø  Register check in and departures of all individuals and groups.
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  Responsible for petty cash float provided for your shift.
Ø  Check the petty cash float at the start and end of the shift and enter the audit using the computerised documents.
Ø  Understand and comply with all health and safety regulations for the department.
Ø  Take part in departmental meetings, as well as internal training sessions·
Ø  Be aware of the proper telephone technique and apply them.
Ø  Develop a through knowledge of the hotel services, procedures, operations hours and staff.
Ø  Liase with all other departments for all Guest related matters.
Ø  Know the local environment of the hotel: city, culture, activities, shopping malls, and general information.
Ø  Ensure guests are attended quickly and any complaints handled tactfully and diplomatically
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