Front Desk Team Leader
Slemani Rotana
مجموع سنوات الخبرة :7 years, 4 أشهر
• Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
• Maintain effective communication with all related departments to ensure smooth service delivery
• Maintain good working relationship with all Front Office employees with particular emphasis on Guest Service Agents and Guest Relations
• Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner
• Maintain an up-to-date knowledge of hotel and local services and supply information and respond to guest queries
• Deal swiftly, efficiently, and sensitively to Guest complaints and follows through
• Maintain awareness of guest profiles
• Ensure that the Guest receive the accommodation he/she is expecting
• Check all cashier’s city ledger bills at the end of shift to ensure that the billing and attachments are correct
• Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment
• Comply with the hotel environmental, health and safety policies and procedures
• Ensure all guest registrations are completed and correspond with Opera PMS guest information
• Provide prompt, courteous, and efficient service to all Guest, to achieve a high level of customer satisfaction through personalized service from arrival till departure.
• Ensure Guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed.
• Conduct in Room & Hotel familiarization and assist Guest in Hotel activity enquiries / requests.
• Maintain an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and any allied information to respond to Guest queries.
• Maintain an awareness of rate levels to be sold daily and the occupancy levels.
• Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures.
• Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems.
• Maintain the privacy of all Guests by ensuring that no details of the Guests are disclosed.
• Demonstrate a complete understanding of the Hotel’s policies, procedures and service standards and have full knowledge of the Hotel facilities and happenings.
• Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment Comply with the hotel environmental, health and safety policies and procedure.
• Patrol the interior and exterior of the hotel and confront any situations or persons that require investigation
• Handle and document guest and employee accidents, guest room lock problems, noise complaints, and any questionable individuals on the premises
• Investigate crimes committed against the hotel, guests, and employees
• Assist hotel staff in handling of unusual guest or employee problems, such as, but not limited to, disorderly conduct, thefts, suicides, bomb threats, employee or guest accidents, fire or safety hazards, robberies, terrorist activities, civil disturbance, power or elevator failures, medical assistance and natural disasters
• Take an active role in the implementation of the hotel's fire plan including the general communication Center, the Command Post, all technical equipment and the roles each employee/manager plays
• Monitor the Closed-Circuit Television (CCTV), and if needed review the VCR tape