• Greeting and welcoming all guests in a friendly manner
• Being fully conversant with the general hotel products, services and promotions
• Answering all incoming calls, connecting them to the appropriate extension in an efficient, friendly and caring manner while keeping a complete record of domestic and international calls
• Acting as the point of reference for guests who need assistance or information and attend to their wishes and requirements
• Handling hotel bookings and reservations via mails, calls and walk-ins and updating guest profiles
• Handling guests’ complaints and concerns in an efficient and timely manner
• Performing cashiering activities such as billing, preparation of quotations and invoices for guests
• Preparation of monthly departmental reports on general operations and revenue
• Keep track of the guest complaints and come up with suggestions for service recovery and delivery
• Sort and distribute incoming mails and handle outgoing mails.
• Carrying out night audit, shift closure and handover

• Answer incoming calls as per standard following telephone etiquette and attend to requested needs
• Keep records of calls placed and received, and of related toll charges.
• Take record of all maintenance issues requested by the guests and follow through to see they are rectified
• Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls
• Direct call to guest rooms, staff, or departments through the switchboard or PBX system
• Log all wake-up call requests and performs wake-up call services
• Provide information about hotel services to guests.
• Provide paging services for hotel guests and employees when necessary
• Be fully aware of the hotel emergency procedures and action to take when an emergency call is required
• Monitor automated systems including fire alarms and telephone equipment when engineering department is closed
• Be fully aware of and adhere of health and safety, fire and bomb threat procedures.

• Welcoming guests during check ins and giving a fond farewell to guests while check out
• Handling of guests’ complaints and concerns in an efficient and timely manner.
• Processing detailed information about the hotel, city as well as the competition.
• Providing detailed information regarding arrivals and room requirements and up to date information on daily room occupancy
• Provision of excellent customer service as per hotel standards
• Maintaining up to date information on room rates, current offers and packages and guest information
• Processing of guest bills and performing cashiering activities using Opera PMS
• Setting up and handling wakeup call requests for guests

FIRST CLASS HONORS