DESCRIPTION
POSITION PURPOSE
To ensure that Reception shifts are run efficiently, providing outstanding guest service, assisting
Receptionists and Concierges , maintaining a calm, professional environment at all times.
ESSENTIAL FUNCTIONS
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of
the customers on a daily basis
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise
negotiating with others
- Prepare documentation for daily business.
- Ensure prompt, efficient and courteous reception of guests.
- Record and administer arrivals and departures.
- Assist in training new staff members, coach them and monitor their performance.
- Ensure full liaison with other members of the team
- Ensure the desk is covered at all times, allocating meal breaks sensibly.
- Full awareness of current daily status of Hotel.
- Be aware of daily functions, events, VIP and group arrivals.
- Ensure smooth hand over to next shift.
- Handling communication and recording of complaints.
- To carry out any other duties as required
- Strong communication with other departments, especially Reservations and Concierge
- Strong relationship with guests and internal customers
- Key relationship with Front Office Manager , and other HOD’s
REQUIREMENTS
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
Knowledge: Must be able to speak, write and converse fluently in English, and Spanish.
German is a plus High level of Computer skills (Microsoft Office).
Competencies:
- Problem Solving and Decision Making
- Adaptability: display flexibility in adjusting priorities; and communicates both the reasons for
change and how it impacts the workplace.
- Coworker & Customers Relationships
QUALIFICATION STANDARDS
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High school or equivalent education required. Bachelor’s Degree preferred (Tourism, Hospitality Management).
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Knowledge of Opera and familiarity with Internet/MS Office applications and related IT preferred.
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At least 3 years of experience within the hospitality industry (5* Hotel), Front Office department preferred.
