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Required Receptionist in Hotel

posted: 1 December at 10:53  views: 125

Abu Dhabi
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Brief Overview of the position:
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-To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance.
-To perform all duties and tasks in the assigned Place of Work to the standard set.
-To attend to all guests who approach the Front Desk with a smile.
-To update promptly (within one hour from guest arrival or departure) all guest information in the Front Office on line system (check in and check out)
-To follow the Front Office procedures linked to the hotel Front Office system
-To ensure that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system under guest profile.
-To inform promptly the GSA Sup or AFOM whenever there are issues either with the system or with the data collected by the reception team.
-To follow up with guest and Front office team if the data given for the in house guests are not correct
-To ensure that the system is always updated at the beginning and during every shift (AM, PM and night)
-To be in-charge of filing all guest data after update in the Front Office system
-To handle all internal inquiries over the phone.
-To read log book and follow-up when necessary
-To be aware of the proper usage of front office terminology
-To assist the FO department in administrative tasks whenever requested and assigned (booking and ticket confirmation, typing and correspondence, copies and faxes,)
-To keep the Front Office system log book updated
-To adhere to the telephone procedure of handling calls and apply it to daily operation
-To be fully conversant with all services, activities, facilities and F&B Promotions offered by the hotel
-To hand over the pending points for the next shift for proper follow up and action.
-To perform opening and closing procedures established for the Place of Work as assigned.
-To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up-sell alternatives.
-To be conversant and fully knowledgeable of OPERA system as per the scope of work
-To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.
-To be flexible in supporting other colleagues needs in other Divisions or sister properties based on the hotel priorities and anticipated business levels.
-To be aware with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.
-To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Front Offices service.
-To handle guest 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.
-To maintain regular contact with long stay and suite guests so as to ensure their stay is an enjoyable one, report guests feedback to immediate supervisor.
-To ensure that the guests are offered the highest level of personalized service at all times.
-Never say no to the guest without offering an alternative solution.
-To personally and frequently verify that guests check-in / out are receiving the best possible service.
-To constantly strive to assist all guests that she/he may come in contact with during her/his work hours.
-To ensure that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.
-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 the correct uniform and name tag at all times as per the grooming standards.
-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 Place of Work and all other departments.
-To provide a courteous and professional service at all times

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