Job Description
Customer Service
1. Provide a friendly and professional welcome to all guests, offering assistance with luggage and valet parking.
2. Maintain up-to-date knowledge of hotel services, facilities, rates, packages, and menus.
3. Offer recommendations for local attractions, dining, and activities, enhancing the guest experience.
4. Respond promptly to guest requests, complaints, or feedback, escalating to management where necessary.
5. Deliver excellent telephone, email, and in-person communication, representing the hotel positively at all times.
* Handle check-in and check-out efficiently, ensuring accuracy of accounts and providing a seamless guest experience.
* Manage reservations, cancellations, and amendments using hotel booking systems.
* Maintain accurate records and reports, including daily logbooks and shift handovers.
* Assist with administrative tasks, including correspondence, guest billing, and departmental documentation.
* Actively promote hotel services, packages, and special offers to guests.
* Encourage room upgrades, dining experiences, and other value-added services to maximise guest satisfaction and hotel revenue.
6. Work collaboratively with the Reception team, housekeeping, F&B, and other departments...