Reception Duties:
* To ensure that strict security is maintained in respect of all money, keys, guest property, lost property and hotel equipment as per Mour standards
* To ensure that all reservations, registrations and checking in/out duties are carried out to Mour standards (SOP & training)
* To handle reservation duties in line with the correct Standard Operating Procedure
* To assist the Night Team as and when required
* To assist Team leader during the shift as required ensuring smooth running of the Front Desk
* Follow up with guests that the service provided was to their satisfaction
* To address complaints properly and deal with situations as and when they arrive in a sympathetic and professional manner (any problems call Manager on Duty)
Product and service Quality:
Swithboard:
* To answer incoming and internal phone calls in a consistent format according to the Mour Standards (Good morning, afternoon, evening Mour / Reception)
* To answer all phone calls within 3 rings to provide efficient and high quality telephone service
* To maintain polite, friendly and courteous telephone manners at all times
Miscellaneous:
* To carry out duties as laid down in the Front Office SOP manual
* To have a comprehensive knowledge of the Front Office computer system (Opera)
* To up sell hotel facilities to guests, and advise of services in the local area
* To carry out general clerical or administrative duties as required by management and reasonable duties for the efficient operation of the hotel
* To ensure cleanliness and tidiness of the front desk at all times
* To be aware of house status and room availability at all times
* To monitor faxes, post and manually written messages to the correct standards
Adminstrations Duties:
* Assistance in the coordination of weddings and Christmas events
* Responding to enquiries, correspondence, collecting and collating pre orders and preparing function sheets for issue to all department
#J-18808-Ljbffr