Job Summary
Welcome guests, check guests in and out of the hotel, deal with guest queries, provide prompt and professional guest service to meet guest needs and ensure guest satisfaction.
Minimum Qualification:Diploma
Experience Level:Entry level
Experience Length:2 years
Job Description
LOCATION: MOMBASA
Main Job Duties and Responsibilities:
Welcome and greet guests
Answer and direct incoming calls
Inform guests of hotel rates and services
Make and confirm reservations for guests on the Reservation System
Ensure proper room allocation
Register and check guests in – using technology
Confirm relevant guest information
Verify guest's payment method
Verify and imprint credit cards for authorization
Issue room keys and direct guests to their rooms
Have the ability to check the online channel manager and to block, book and manage online bookings
Maintain clear and accurate records in the Hotel Management Reservation System of guest room bookings
Compute all guest billings, accurately post charges to guest rooms and house accounts
Receive and transmit messages for guests
Retrieve mail, packages and documents such as emails for guests
Listen and respond to guest queries and requests both in-person and by phone
Provide accurate information about local attractions and services
Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
Complete and maintain any incident reports, daily activity reports or other reports requested by management
Manage conference room bookings and scheduling
Close guest accounts and check guests out and maintain good guest ledgers
Review accounts and charges with guests during the check-out process
Process accurate payment of guest accounts
Inform housekeeping when rooms have been vacated and are ready for cleaning
Monitor visitors to the hotel
Enforce rules and policies of the hotel
Maintain a neat and orderly front desk and reception area
Education, Skills and Experience
Should have diploma or University Degree
Guest/customer relations experience, must be in a Hotel in Front office
Must have working knowledge of relevant Chanel Manager and Hotel Management Software – e.g. Micros or eZee Software is a pre-requisite
Experience of at least 2 years in a similar position in the full service hotel or hospitality industry.
Key Competencies and Qualities
customer service orientation
attention to detail and accuracy
planning and organizing
ability to multitask and prioritize
professional appearance and attitude
effective verbal and written communication skills
ability to handle stress and stay calm under pressure
conflict resolution skills
decision making and judgment skills
team work
flexible regarding work schedules
ability to respond appropriately to diverse customers and guests
