General Responsibilities:
➢ Demonstrates pride in the workplace with a high level of commitment towards achieving organizational objectives
➢ Consistently treats all Guests and colleagues in a polite, helpful and courteous manner
➢ Have in-depth knowledge of our product and competitors
➢ Communicate well to ensure effective shift handover
➢ Actively participate in organized meetings
➢ Interact with department and resort staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
Specific Responsibilities:
➢ Greets all guests at all times in a friendly and helpful manner and attempts to learn and use the guest’s name at every opportunity
➢ Registers and rooms all arrivals according to established procedures
➢ Prepares the occupancy report for the day and circulates (e-mail) the same to all departments
➢ Maintains intimate knowledge of departmental standards and procedures
➢ Performs check-in, check out and room change procedures and ensures all data are entered completely into the resort systems in accordance with the reservation
➢ Maintains cashier float and ensures accurate daily report of all money received
➢ Keeps abreast of all modifications to accounting policies and procedures
➢ Knowledgeable of all special promotion procedures, for programs such as; seasonal packages, timeshare program etc.
➢ Attends to guest’s complaints, inquiries and requests refers problems to Duty Manager if he/she is unable to assist
➢ Ensures the guest has a pleasant departure experience
➢ Performs the audit balances and prepares all works for audit in an orderly fashion
➢ When on the night shift, checks night report, prepare the morning report and prepare all necessary forms for guest arrival
➢ Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e-mail, messages, and how to interpret availability sources within the reservation systems
➢ Maintains exemplary department standards of behavior and appearance and attitude as expected
➢ Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times
➢ Responsible for achieving a score of 90% in RENARD audit for Front Office operations and take necessary action for the shortcomings for standard compliance
➢ Endeavors to maintain the high standards of the resort with particular regard to the importance of VIP’s
