Job purpose
To manage all front desk related activities such as reception, check-in/check-out, teller, foreign exchange and assist guest with inquiries.
Main roles and responsibilities
Registration of rooms and rooms accessed by all guests in accordance with established procedures
– Executing check-in, check-out and room change procedures and ensuring that all data is accurately entered into the hotel system
Maintain cashier float and ensure accurate daily report of all funds received
Cashing personal and hotel guest checks by cash and currency exchange assistance
Keeping abreast of all amendments to accounting policies and procedures
– Fulfilling guest requests to use the safe at all times
– Familiar with all special promotion procedures for programs such as seasonal packages, frequent flyer programs and also hotel group loyalty programs
Attending guest complaints, inquiries and requests, referring issues to supervisor/assistant manager if unable to assist
– Be aware of other Raffles properties so that the guest indicating any subsequent destination on the registration card can be ‘sold’ and a subsequent reservation to another Raffles hotel
Ensure that guests leave the hotel with a positive impression of the hotel service
Perform trial balances and prepare all reports for review in an orderly manner
– When you are in the night shift, check the night report, prepare the morning report and prepare all the necessary forms for the arrival of the guests
Maintain thorough knowledge of standard booking procedures
Maintaining exemplary department standards of behaviour, appearance and attitude
Ensure that the front desk work area is kept clean and in order at all times
Fully familiar with credit policy
– Adhere to occupational health and safety policies and procedures
– Perform related duties and assigned special projects
Personality traits
– Strong verbal and written communication skill in English
Able to develop rapport with colleagues and management staff and gain support
– Ability to work cohesively with co-workers as part of a team
– Ability to focus attention on the guest’s needs, and remain calm and polite at all times
Ability to foster positive relationships with all guests and beneficiaries
Able to exercise good judgment with difficult guests
Understanding and ability to work in a multicultural environment
qualifications
Post-secondary education or related qualification in Hotel Management
expertise
– At least two years experience in guest relations, preferably in a four- or five-star hotel
A caring employer that provides respect, training and career development to our employees. Attractive employer offering over 100 careers across five continents.
We are much more than just a global leader. We are 250,000 hoteliers and have the same passion for welcoming. We take care of millions of guests at our 4,300 addresses and on our digital platforms. As operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energies in making “Feel Welcome” resonate as the best hotel promise.
From luxury to economy and in every corner of the world, more than 20 AccorHotels brands meet all the needs of business and leisure travelers looking for comfort, attention and quality service.