Job Description
Scope:
Ensure exceptional guest satisfaction and optimize hotel revenue through efficient and courteous check-in/check-out processes and attentive coordination of guest services.
Primary Responsibilities:
Guest Registration & Check-Out:
Promptly and courteously check guests in and out of the hotel using up-selling techniques to maximize room revenue. Prepare for group arrivals, departures, and VIP check-ins. Maintain awareness of all hotel events and functions during your shift.
Customer Service & Support:
Respond to guest requests and inquiries in a timely, friendly manner. Promote hotel amenities, services, and facilities, and provide helpful information about local attractions and directions to enhance the guest experience.
Problem Resolution:
Address and resolve minor guest issues independently to ensure satisfaction. Promptly escalate significant concerns, complaints, or disturbances to the supervisor.
Reservations & Coordination:
Assist guests with reservations or coordinate with the central reservation system as needed.
Cash Handling & Reporting:
Accurately handle guest payments and departmental accounting, including receipts, guest accounts, and credit transactions. Post all charges, complete daily cashier reports, prepare bank deposits, and reconcile cash drawers.
Security & Safety:
Issue, control, and manage guest safe-deposit boxes in accordance with security procedures.
Night Audit Coverage:
Be cross-trained to perform Night Audit duties, including balancing daily financial transactions and preparing audit reports.
Telephone & Communication Duties:
Handle all incoming calls efficiently and professionally. Dispatch shuttle services and internal staff as necessary. Maintain a guest call log, respond to requests or complaints promptly, and ensure thorough follow-up.
Professional Presentation:
Maintain a polished and professional appearance in accordance with company dress code and grooming standards.
Policy Adherence:
Follow all hotel and company policies, procedures, and service standards consistently.
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