Hotel Receptionist

FRONT OFFICE RECEPTIONIONIST JOB DESCRIPTION**:Receptionist** REPORTS TO**:Front Office Manager** *** Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following the Tangla standards of aggressive hospitality and adhering to guidelines and procedures. Always greet guests with a smile, be warm and friendly and ensure the principles of hospitality are practised at all times. Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications. **DUTIES AND RESPONSIBILITIES** - Report to work on time, in proper and clean uniform, including name tag and pins. Personal - appearance and grooming must conform to the standard. - Handle all duties according to hotel policies, procedures, internal rules and standards. - Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards, and - be up to date with all changes, new procedures and events. - Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations - on a daily basis. - Have knowledge about room rates, packages, discounts and promotions and know how to - handle each. - Have knowledge about guest rooms, locations, amenities, features and all other services - offered by the hotel. - Check in all guests according to the Standard Operation Procedures. - Follow all cash handling and banking procedures to check out all customers efficiently. - Have full working knowledge of the property management system Opera. - Perform guest registration and room assignment and accommodate special requests of all - customers. - Be knowledgeable and perform guest reservations in Opera. - Know how to follow all hospitality guidelines. - Answer the phone calls according to the standards of proper telephone etiquette. - Handle mail and messages properly and on a confidential basis. - Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times. - Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures. - Assist fellow associates in their jobs to ensure that all jobs are done on time. - Have knowledge about all emergency procedures and know how to act on them. - Be flexible in regard to work schedule. - Use your Opera password with discretion; log off the terminal when leaving the area. - Have knowledge about the city, the local area and attractions to provide the guests with all requested information. - Ensure proper credit when checking out guests and provide the guests with a 0 balance invoice. FRONT OFFICE RECEPTIONIONIST - Handle late charges according to the procedure. - Bank out at the end of the shift by following the blind drop procedures strictly. The manager/supervisor will always verify the shift closing and enter the drop in the system. - When leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured. - Report any unusual occurrences or requests to the manager. - At all times strive to represent Tangla brand in the most professional manner. - Be disciplined at all times, stand alert and tall at the front desk, acknowledge and greet guest immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers. - Be familiar with the AM, PM and night daily checklists to ensure smooth daily operations. - Processes reservations by mail, telephone, fax or central reservation systems referral. - Creates and maintains reservation records by date of arrival and alphabetical listing. - Prepares letters of confirmation. **SAFETY AWARENESS** - Maintain a safe working environment by adhering to all safety policies, and be responsible to report accidents immediately. - Be knowledgeable of all safety & security measures compiled in the hotel Crisis Management Plan. - Proceed with caution when walking on slippery floors and congested areas. - Ensure that proper safety instructions are followed before operating any equipment. **OTHER REQUIREMENTS** - Ability to deal with the public in a professional and courteous manner. - Ability to properly and effectively communicate with other departments, managers, supervisors and fellow associates. - Knowledge of English and local languages. - Ability to handle conflict situations in a professional manner. - Each clerk is expected to carry out all reasonable requests by management which the associate is capable of performing. **JOB SPECIFICATION** Profile of Competency Demonstrate excellent communication and hospitality skills. Language