Recepcionista

GUEST EXPERIENCE:

• Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.
• Be aware of functions, facilities, promotions and events taking place in the hotel
• Receive, process and confirm all reservations whether inbound or outbound
• Maintain all documentation as required.
• Liaise and follow up any actions required for guests.
• Control and monitor the allocation of rooms
• Courteously handle all incoming and outgoing telephone calls for guests and staff
• Ensure correct billing of all telephone charges to guests and monitor all administration extensions
• Process wake up calls 
• Maintain guests voice mail system and manual message system
• Maintain all additional equipment required for all voice communication 
• Receive guest enquiries and appropriately handle and log 
• Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.
• Maintain parcel log and follow procedures.
• Maintain log for all incoming / outgoing keys.
• Maintain privacy of guests with reference to room numbers, names, nationality, etc.
• Weekly safe box inventory.
• Update guest registration cards, update guest profile.
• Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy  

RESPONSIBLE BUSINESS:

• Follow acceptable practices as required by company policy and procedures.
• Be fully conversant with all hotel emergency procedures

ACCOUNTABILITY

This is a job in a large full-service, luxury, or resort hotel.  With a goal to deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new customers.