Summary
Date Posted: Saturday, April 23, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Identification Section
Job Title : Front Office Executive
Job Grade : M5
Division : Operations
Department : Front Office
Supervisor : Front Office Coordinator

Job Purpose
Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day.
As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

Key Responsibilities
•Always ensure outstanding customer care.
•Maintains a friendly, cheerful and courteous demeanor at all times.
•Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
•Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
•Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
•Supervise daily shift process ensuring all team members adhere to standard operating procedures.
•Train, direct the work of, resolve issues/problems and coach and counsel the front office team members to ensure a quality operation.
•Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
•Adhere to company credit limit policy.
•Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
•Build strong relationships and liaise with all other department's especially housekeeping, Food and Beverage, Sales etc.
•Operates the PABX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
•Cross Check all billing instructions are correctly updated
•Controls cash transactions at the front desk and maintains cashbook
• Ensure Front office logbook and hotel logbook is always updated and actioned upon.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participate in hotel committees and task force assignments.
•Takes responsibility in the absence of the Duty Manager / Front office manager
• Performs the Night audit function as per the checklist requisites
•Performs other duties as assigned, requested or deemed necessary by management.

Knowledge, Skills, Qualifications and Experience
a) Professional Qualification:
•Grade 12 certificate
•Diploma or professional Qualification in relevant field.
•Professional membership

b) Work Experience:
•Minimum of 3 years work experience in a similar position

c) Skill Specifications:
•A positive attitude and excellent communication skills.
•Experience of motivating and leading a winning team.
•Ability to remain calm whilst under pressure.
•Knowledge of Opera / Fidelio / Other world Class Property Management System is required.

Work Hours: 8

Experience in Months: 36

Level of Education: Associate Degree

Job application procedure
Please click here to apply.

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