Take ownership and responsibility for Duty Management shifts
Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Front Office Director and/or Hotel Manager
Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
Knowledge of all arrivals and departures, using guest name at all times
Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
Fully conversant with current availability situation at any given time, and also future availability
Complete knowledge of all features and services (including Food & Beverage outlets, spa/gym – menu/price/promotions/hours)
Fully conversant with all hotel room types, numbers, layout, locations, rates
Fully conversant with special packages, short and long-term promotions (hotel, outlets, spa)
Liaise with Housekeeping and Engineering as required for Out Of Order rooms
Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards
Manage upselling opportunities, email capture and other Front Office initiatives
Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
Undertake and complete any special projects, tasks or other reasonable request by Front Office Director and/or Hotel Manager
Meet and welcome regular, global card holders and VIP guests
Ensure Front Door entrance is covered at all times
Ensure guest privacy and security, respecting confidential information
Maintain and effectively utilize guest profiles through GuestWare and fully support collection of preferences and Customer Recognition Programme (CRP) role
Ensure all guest special requests are followed through and administrated
Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.
Completion of weekly/monthly/other rotas and Purchase Orders, including Fourth
Follow up on any doubtful accounts passed on by Front Desk Agents
Authorize and sign paid outs, corrections, adjustments and cashier’s banking
Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested
Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing
Liaise and co-ordinate with Accounts and Front Office Director for any special billing requests and procedures
Fully conversant with foreign exchange procedures
Fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment.
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