Job Details:
Key tasks
"• Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures.
• Informs guests about any particular conditions or formalities during the stay, and about the services offered by the hotel
• Passes information on as necessary to other departments (floor staff, technical etc) and to other members of the front-desk team.
• Ensures that all the documents, products and provisions needed for the department and/or guests are available and up-to-date.
• Handles reservations and be available at all times to deliver service beyond expectation.
• Maintains the positive appearance, proper grooming and keeps tidy, is responsible for smooth check-in, check-out, posting all transactions and reporting.
• Has good knowledge of hotel information and Accor programs, rate structure, activities, product, housekeeping, front office tasks and procedures, room availability, peak season or fully booked.
• Pays full attention to guest’s demands, especially when dealing with handling any complaint.
• Provides assistance to the guests who have health problems by offering first aid kit or doctor’s service.
• Arranges all pick-up / transfer services, handles wake-up call requests, prepares and organizes handling of group check-in and check-out.
• Informs superiors properly regarding potential skippers and all service areas in case of sleep out, as well as the guest him / herself regarding the sleep out policy.
• Refers to bell attendant regarding messages, facsimiles, packages etc, to and from guests. Record as per procedure.
• Responds promptly, completely and cheerfully to all guest questions, problems, and requests. It is the Front Desk clerk’s responsibility that all above is followed up if tended to by other employees / departments for example connecting room, room moving or incognito.
• Informs the superior on all outstanding balances of the guests for further action (lock out).
• Ensures the guest understands and is informed properly regarding late check out policy.
• Able to operate the switchboard in the operator room in case of replacement needed and daily rolling.
• Always uses logbook as one of communication tools and follows up on messages. Never assumes that other personnel did it.
• Reminds the guests regarding durian policy, pets and animals.
• Notes in logbook all guest in house special requests for next day...
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