Position Overview:
Responsible for maintaining high quality of guest services primarily in the areas of arrivals, departures, rooming, food & services and special needs and enquiries that guests may have during their stay.
Responsible for optimizing hotel occupancy, room rate, handling guest complaints professionally and effectively.
To assist the Guest Service Manager to operate a highly proficient and productive guest services of the hotel.
Responsible for sales according to hotel task .
KEY TASKS
EXPECTED RESULTS
Duties
Must have a thorough working knowledge of the operations to include the front desk, reception/cashiering procedures, reservations and outlet services.
Must have strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.
Assists in conducting training for all Guest Service team.
Assists Guest Service Manager in formulating new procedures and directives in order to continue improve the Department.
Responsibilities
Assist the Guest Service Manager in the following:
Establish on-going On Job Training Programs within the department.
Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carries out their duties.
Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
Systems & Procedures
Log and inform Guest Service Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
Follow policies and procedures outlined in the Departmental Service Standards / Procedures Manual.
Complete all duties, and ensure a concise hand over
Health & Safety
Use safe manual handling techniques, practice safe work habits, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
Maintain procedures to minimize our impact on the environment and prevent pollution.
Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Manager.
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your Manager.
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturer’s specifications.
Be fully conversant with departmental fire and evacuation procedures.
Customer Service
Provide efficient, friendly and professional service to all guests.
Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
Take initiative to ensure that interactions with our customers (internal or external) are positive and productive; call your Manager if difficulties arise.
Work together with trust so that colleagues and management meet the goals of the department/Hotel.
Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
Other
Take responsibility to ensure all required tasks are completed accurately and within given time frames.
Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
Any other reasonable request within your range of competence as required by your Hotel Management.
Educational Qualification
Graduate in Hotel Management / Hospitality Management (preferred)
Any graduate with relevant hotel experience may also be considered
Experience
3–5 years
in
Front Office / Guest Services
At least
1–2 years in a supervisory role
(Team Leader / Supervisor)
Experience in
mid-scale or branded hotels (Accor preferred)
Technical Knowledge
Knowledge of
PMS (Opera / or similar systems)
Understanding of
check-in/check-out procedures, reservations, billing
Familiarity with
guest handling, complaint resolution, and upselling
Core Competencies
Strong
guest engagement & service excellence mindset
Ability to handle
escalations and difficult situations
Good understanding of
hotel operations & coordination with departments
Soft Skills
Excellent
communication & interpersonal skills
Leadership & team management
Problem-solving & decision-making
Presentable personality & professional grooming
Other Requirements
Willingness to work in
rotational shifts
Basic knowledge of
reports, audits, and SOP compliance
