KEY DUTIES & RESPONSIBILITIES:
The Hotel Receptionist is responsible for providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel s vision and values on customer satisfaction.
The main purposes of the hotel reception area s staff are to respond courteously to guests requests, play a part in the general running of the reception desk and help the General Manager to maintain a smooth room bookings service.
To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
To deal with guest requests to ensure a comfortable and pleasant stay.
To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
To be responsible for accurate and efficient accounts and guest billing processes.
To assist in keeping the hotel reception area clean and tidy at all times.
To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
To report any maintenance, breakage or cleanliness problems to the relevant manager.
To administer the general petty cash system and float in an accurate manner.
To undertake all training as required (eg, first aid, health and safety, customer service).
To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
To undertake any other ad-hoc duties (bar and restaurant work) relevant to the post, as and when required.
Responsible to follow Hotel Rules and Regulations
Welcome the hotel guests, making room reservations and checking people in.
Accepts room reservations, especially the acceptance of reservations for the day and confirmation of reservations.
Assigns rooms and preparation of the weekly room forecast.
Sells guest rooms to walk-in guests.
Receipts of advance deposits (acceptance of coupons, hotel orders, etc.)
Assists guests in filling in the Registration Card.
Prepares and distributes name slips. Prepares guest folios and follow- up withno-show guests.
Prepares guest history. Prepares various business reports.
Gives instruction of rooms to be changed
Keeps room keys in safe conditions and Control and maintain key boxes.
Maintains a friendly, neat and professional image to guests and colleagues, performs any duties related to the department and assists other departments.
Processing reservation requests as assigned, Preparing correspondence for customers via fax and e-mail for general inquiries and reservations.
General office duties to include answering phones, filing, faxing, and copying.Processing with credit cards payments.
Accepting room reservations on the telephone, handling messages and accepting payment of hotel bills.
To prepare a customer's account, collate the cost of additional items such asRoom service Bills, telephone calls Mini bar, include them in the final bills.
To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
To report for duty punctually wearing smart attire according to the Hotel's dress codes and nametag at all times.
To maintain a high standard of personal appearance and hygiene at all times.
To maintain a good rapport and working relationship with staff in the department and all other departments.
To attend and contribute to all staff meetings, Departmental and Hotel Training scheduled, and other related activities.
To respond to any changes in the office function as dictated by the hotel.
To provide a courteous and professional service at all times.
Project at all times a positive and motivated attitude and exercise self control.
Handle guest, suppliers and employee enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests/suppliers.
HOW CAN YOU SUCCEED IN THIS ROLE?
Be proactive and use good judgement when dealing with challenging situations
Act with professionalism and integrity
Be transparent in your motives, methods and expected results
Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division
Conduct business honestly, ethically & fairly
Keep sensitive information confidential
Follow through on commitments
Work well both autonomously and within a team
Display a positive, approachable attitude
Spend time getting to know your fellow employees and our guests
Support each other; we all work within the same hotel and company
Committed to quality
Committed to exceptional financial results
Be responsible for the bottom line
Committed to the Metropolitan Dubai Hotel Policies & procedures Guide
Be committed to exceeding expectations
Never settle for the status quo or mediocre work
Continuously search for areas of improvement
Provide positive, constructive feedback
Please apply online with your CV asap.
Industry Type :
Hotels / Hospitality
Functional Area :
Chefs / F&B / Housekeeping / Front Desk