Front Office – Receptionist

Structure: 

This designation reports to the Customer Services Manager

 

General Accountability:

To attend our guests’ and function as the first point of contact and manage all aspects of Guests’ accommodation. Front Office Receptionists’ responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. Ultimately, you will help create a pleasant and memorable stay for our guests.

 

Specific Accountabilities:

·         Practice work safety at all time

·         Welcome guests to the hotel and check them in quickly and efficiently. Ensure that you make a positive first impression for the hotel and get the guests’ visit off to a good start

·         Politely handle queries raised by guests. If necessary, pass on the guest’s request or complaint to the Customer Services Manager and relevant department within the camp

·         Deal with the bookings that are received. Maintain an up-to-date and accurate record of reservations

·         Provide guests with information about room rates, discounts, and any promotions that the camp may be running. Promote the camp’s services and encourage guests to try them out

·         Maintain the reception area in a clean and orderly fashion. Ensures that the front desk is not left unattended at any time

·         In the absence of the Customer Services Manager, prepare bills on the computerized payment system and accept payments. Handle the billing enquiries that are raised by guests in a competent manner

·         Liaise with Head – Housekeeping & Laundry to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs, ensure proper room allocation

·         Inform housekeeping when rooms have been vacated and are ready for cleaning

·         Liaise with the Engineering & Maintenance Manager to address any maintenance related problems or complaints made by Guests

·         Upsell additional facilities and services, when appropriate

·         Arrive on or before working hours

·         Adhere to complete/standard uniform, grooming and appearance standards consistently

·         Comply with property security, fire regulations and all health and safety legislation

·         Other duties as assigned by Management

 

Educational and Experience Requirements: 

·         2 years similar work experience

·         You must have excellent verbal communication skills and the ability to speak on the phone in a polite and professional tone. Your writing skills should also be of a high order

·         The candidate should be familiar with computers and IT systems. This is an essential requirement as it will be required to operate the computerized hotel booking and payment system. Must know how to payments and issue receipts

·         Strong customer service skills are critical to handling this job successfully. Needs constant interaction with the camp’s guests and should have the capability of handling queries and complaints efficiently and patiently

·         A high level of organizational and multitasking skills are required. There may be times when you are under pressure as there is a rush of guests waiting to check in to the camp accommodation facility. If faced guests who are upset and difficult to handle, must have the capacity to remain calm under pressure

·         Must have the ability to work independently. In most instances, will be required to handle customer queries and requests on your own. Must have the ability to think on your feet and work without supervision

 

Working Conditions:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. There may be opportunities to cover for managers or supervisors in their absences and performance will be evaluated, documented and taken into consideration for individual growth and development.