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Job Description
Reports directly to: Front Office Manager
Responsible for: Greeting guests, managing check-ins and check-outs, handling reservations, processing payments, answering phone calls, providing information on hotel services, and resolving guest issues .
- Location: Tema
- Hours of Work: 800hrs (Morning shift, Mid-shift, Afternoon shift, Night shift). Rotation of shift depends on the occupancy and busy schedule of the hotel.
Accountability Objective:
A Front Office Executive’s main accountability objectives are ensuring total guest satisfaction by providing excellent service, managing efficient operations like reservations and check-ins/outs, and maintaining smooth inter-departmental communication to resolve issues
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Nature and Scope of Work:
Area of Activity (duties and responsibilities)
- Register guests, assign rooms and accommodates special requests whenever possible.
- Assists in pre-registration and blocking of rooms for reservations.
- Thoroughly understand and adhere to proper credit card, cheques, and cash-handling policies and procedures.
- Understands room status and room status tracking.
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates, and benefits of all package plans.
- To ensure a proper use of the telephone etiquette standards.
- Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
- Provides information about hotel services to guests.
- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
- Knows all activities and services of the property.
- Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day-use rooms.
- Possesses a working knowledge of the reservations department, takes same-day reservations and future reservations when necessary and knows cancellation procedures.
- Knows how to use front office equipment.
- Performing cashier-related functions like posting charges, bill/invoice settlement to guest accounts, raising paid out’s, currency exchange.
- Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
- Advise guests of any messages, mail, packages, etc. received for them.
- Must be polite while answering the phone.
- Inform guests of the room safe and mini-bar key and room key procedures.
- Communicate services and amenities of the hotel to guests.
- Direct Bell Person to escort guests and transport their luggage to the room.
- Reads and initials the pass-on log daily and is aware of daily activities and meetings taking place in the hotel.
- Attends department meetings.
- Must have complete knowledge of emergency procedures.
- Performs wake-up calls.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Knows all safety and emergency procedures and is aware of accident prevention policies.
- Knows how to operate PMS and other front office equipment.
- Respond to guest needs, special requests, and complaints and alert the appropriate manager as needed.
- Maintains the cleanliness and neatness of the front desk area.
- Understand that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.
Internal
- Housekeeping Department
- Maintenance Department
- F&B Department
- Security
- Sales & Marketing
External
- Clients/Guests
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Required Skills or Experience
- HND/Degree
- Must speak, read, write, and understand the primary language (English) used in the workplace.
Key Skills and Behaviours’ - Special Training or Competence:
- Strong communication skills – active listening, clear speaking
- Customer service
- Problem-solving abilities
- Capability of multitask under pressure
- Attention to detail
- Proficiency with PMS
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