Receptionist at Wellworth Hotels & Lodges

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JOB DESCRIPTION

Job Title                                              -           Receptionist

Grade                                      -           J          

Reports to                                          -           Front Office Manager

Purpose of the Job:

To give fast, efficient and effective service at the front desk to all persons who approach the desk with a SMILE without being prompted, while all the time knowing that the reception is the primary source of information for the guests.

General Responsibilities.

1. Checks guests in and out of the system, Opera, and ensures it is done correctly, and attends to guests in an orderly manner.
2. Ensure all the room keys are in their correct keyholes.
3. Answers the telephone and speaks politely while adhering to the set standard of greeting and salutation.
4. Ensures the bills are printed correctly and the full amount is taken from the client in any mode of payment.
5. Handles the Front Office float and conducts a faultless handover of the cash float to the next shift.
6. Takes reservations of potential guests with full details and correct dates.
7. Ensures that all the guest’s details are filled correctly in the registration form on check in.
8. Is responsible for the incoming and outgoing calls in the absence of the switch board Operator.
9. Attends to any guests complaints and demands with positive and respectful attitude.
10. Ensures that wake up calls are on time as per guest request.
11. Ensures all the pigeonholes have the correct room number KOTs in them and remove them after the guest has left to avoid confusion.
12. Ensures that there is welcome drink ready and given to each new arrival.
13. Ensures that a Welcome letter is either placed in the room or handed to the guest upon arrival.
14. Logs all enquiries and complaints in the respective log books.
15. Ensures that the files that are opened for each conference are in order with all the names and dates.
16. When allocating rooms ensures that the housekeeping report has a clean status and if need be confirm the same with Housekeeping Department sufficiently prior to allocation.
17. Informs all guests paying by credit card about the surcharge and requirement of authorization code.
18. Ensures that everything is logged in the hand over book at the end of shift and a proper physical handover is done.                                               
19. Ensures relevant communication is passed on effectively to all concerned and liaisons, and through the proper channels of communication as per the set standards.
20. Adheres to good grooming standards and is presentable at all times during the shift.
21. Ensures that the cashier is closed and dropped correctly in the drop box at the end of the shift and all the receipts are noted in the cash log book.
22. Ensures all the documents are filed in the correct file date wise.
23. Prepares the room occupancy report, manager’s report and the forecast for the GM while in the morning shift.
24. Knows at all times where the Porters and Operators are.
25. Knows the correct rates for the rooms and if any other rates are executed.
26. Attends to guests with a positive and helpful attitude.
27. Keeps abreast with currency exchange rates of all acceptable legal tender at the Hotel.
28. Briefs the guests on the facilities of the Hotel.

Authority:

All authority through the Supervisor and/or Department Head.

NOTE:

Please note that the foregoing is not totally exhaustive and that other duties may, by sufficient notice and consultation with you, be assigned to you in addition, to satisfy business dictates. Also note that this job description may change from time to time so as to reflect emerging business trends and accommodate Company Management re-engineering needs.

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