About the job

The Receptionist is responsible to increase customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office service connected with arriving, and in-house guests, in line with the Hotel’s and corporate guidelines and service concepts.

Tasks, Duties And Responsibilities

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

• Is available to register, process, and greet customers promptly
• Checks the daily arrival list
• Daily banking and cash ups
• Prepare welcome letters for VIP’s and Radisson Rewards Members
• Welcomes customers to the hotel
• Ensure that the Welcome table is prepared daily according to Radisson brand standards
• Inform kitchen of number of amenities to be prepared
• Report any maintenance or housekeeping issues that require attention
• Plan, highlight and report special requests received from guests
• Anticipate guests needs and build rapport with guests
• Address guest complaints and escalate to the Front Office Manage
• Responds to customer requests for information about the hotel and its surroundings
• Arranges for special services requested by the customer
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Arranges fulfilment of customer services by working with Activity Desk, Housekeeping, Reservations and Room Service
• Allocates rooms and issues appropriate keys
• Follows-up and verifies arrivals by updating registration cards in regard to spelling of guest’s name, address and method of payment
• Changes room rates and guest rooms if approved by Front Office Manager
• Handles incoming guest room reservations
• Handles reservations for guests with restaurants, etc.
• Is aware, at all times, of current room status and room availability
• Is fully aware of the relevant service concepts
• Is fully aware of, and knows how to handle, all current and future hotel promotions
• Utilises yield management to maximise room revenue
• Increases hotel revenue by promoting food and beverage alternatives within the hotel
• Knows the names of key people within Rezidor
• Minimises loss of revenue by adhering to all established credit procedures
• Ensures all guests establish credit upon check-in
• Monitors customer accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
• Improves timeliness of cash flow by adhering to established credit and inventory control procedures
• Receives proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting and Front Office Manager
• Completes shift closing accurately by getting appropriate approval signatures and authorisation codes
• Adheres to hotel policies regarding the use of cash banks
• Communicates effectively with guests, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Handles difficult situations effectively
• Communicates open and closed dates, availability and condition of rooms to the Front Office Manager
• Keeps effective key control
• Ensures that guest mail and messages are delivered promptly
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
• Uses the Delight the Guest approach to respond to negative comments and complaints; and notifies Front Office Manager immediately for appropriate follow-up
• Perform other duties when required based on operational requirements

MINIMUM REQUIREMENTS:

• Full knowledge and experience within Hospitality.
• Previous experience of a minimum of 2 years’ experience in a receptionist position
• EMMA Systems experience will be advantageous
• Well-groomed and excellent written and verbal English communication skills
• Flexible and able to work shifts
• Yes I Can! attitude