Portemilio Hotel & Resort

·         Be familiar with hotel facilities and attractions.

·         Be fully conversant with and able to sell and promote all services and facilities available to guests using the hotel.

·         Be fully conversant with current and future availability at any given time.

·         Be fully aware of all daily events and Guest Relations program.

·         Ensure policy and procedure standards are adhered to when performing the following:

-      Registering guests

-      Allocating room

-      Issuing key cards

-      Dealing with reservations and walk ins

-      Dealing with special requests

-      Ensure correct handling of group check-ins

-      Checking out departing guests

-      Upselling procedure

-      Upgrading procedure

-      Proceeding with cashiering duties

-      Updating guest profiles and controlling PMS data

·         Maintain and effectively utilize guest history profiles.

·         Co-ordinate the delivery of guest amenities with the relevant departments.

·         Complete and process any private orders.

·         Liaise with housekeeping in administrating all special requests.

·         Report any accident or theft to security, and ensure follow through with the guest.

·         Deal with all incoming faxes in coordination with the operator when on shift.

·         Ensure all necessary supplies are available and order more if required in coordination with reception and/or FO managers.

·         Be fully conversant with handling of reservations inquiries.

·         To be familiar with switchboard duties.

·         Be fully conversant with Room Service order taking.

·         Identify and pass on to reception manager any potential problems and/or VIP requests.

·         Create and maintain a respectful rapport with guests out of casualty.

·         Handle promptly and courteously all guest comments, questions, complaints, requests and inquiries, taking the necessary action steps and ensuring appropriate follow up.

·         Familiarize yourself with the guest’s needs and requirements in order to ensure guest satisfaction and efficient service.

·         Ensure all VIP requests are dealt with accurately, and that they receive the appropriate service and attention.

·         Ensure guest privacy and security, respecting confidential information.

·         Ensure that guest details are not disclosed.

·         Perform show round of the premises and facilities when required.

·         Ensure a thorough handover from shift to shift.

·         Be fully conversant with all names and titles of hotel personnel.

·         Assist fellow employees to perform related jobs when necessary.

·         Attend any meetings or training sessions/courses as required.

·         Be fully aware of the various methods of payment accepted by the company.

·         Be fully conversant with foreign exchange procedures.

·         Be aware of the departmental figures, budget and objectives.

·         Be fully conversant with hotel standards of operation and department procedures.

·         Encourage up-selling in order to maximize rates.

·         Pass onto the sales team any possible leads, which could develop into future business.

·         Liaise and co-ordinate with the shift leader and the finance department.

·         Run credit check reports on each shift, report any possible doubtful accounts and act when necessary.

·         Ensure accuracy of guest bills.

·         Ensure your cash float is secure at all times.

·         Ensure that all discrepancies in your cash float are declared to the manager and General cashier.

·         Promote hotel services and facilities, as well as any other special promotions at the time.

·         Ensure that all potential and real hazards are reported immediately and rectified.

·         Be fully conversant with all departmental fire, emergency and bomb procedures.

·         Ensure that all staff within the department works in a manner which is safe and unlikely to give risk of harm or injury to selves or others.

·         Stimulate and encourage a general awareness of health and safety in relation to all tasks and activities undertaken in the department.

·         Ensure that the highest standards of personal hygiene are maintained by all members in the department.

·         Be fully conversant with hotel and company security procedures.

·         Ensure that the reception desk is manned 24 hours.

·         Assist the Reception and FO Manager or delegate (MOD), with any other tasks as required.

·         Accept changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons.

·         Cover the night audit shifts as required and perform any related duties as described in the policies and procedures manual.

·         Undertake any reasonable request made by management.

·         Maintain clean work area & report defective equipment to superior.

·         Maintain a professional image on duty, including a polite and courteous manner, cheerful disposition and punctuality, make up for ladies and shaved beard for gentlemen.

Previous experience in Front Office  is a plus

PMS and Microsoft Office knowledge is a plus

”Yes I can” attitude

Do it now” attitude

Guest First” attitude