Front Desk Executive at IBIC Investment Holdings

General Key Responsibilities

The Front Desk Executive is responsible for the following:

• Act as the first point of contact for guests and employees
• Provide excellent customer service delivery to clients.
• Responsible for maintaining sanitation and orderliness of the company reception area at all times.
• Deal with all enquiries in a professional and courteous manner, in person and on the telephone.
• Receive In-coming mails/correspondence, registration of such documents and redirecting it to the appropriate staff.
• Maintain staff attendance register.
• Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.
• Conduct basic security checks throughout the day and report concerns to the OPM
• Report any maintenance issues immediately to the GM including all furniture, fittings and equipment around the reception area.
• Adhere to instructions given by management and ensure that all policies regarding office support and administration are adhered to.
• Oversee all admin related procurements i.e. stationeries, provisions etc.
• Update appointment calendars and schedule follow-up appointments.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and operate with a sales attitude and promotes the hotel brand’s loyalty scheme
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities to customers and walk-in guests.
• Comply with departmental objectives, work schedules, budgets, policies, and procedures
• Maintain a professional and smart appearance at all times
• Have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all other departments
• Monitor staffing levels to meet cover business demands
• Escalate staff performance issues to FDM
• Comply with security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Maintain front desk office supplies and equipment.
• Manage budgets, records, and contracts.
• Maintain proper overtime sheet
• Assist with other departments, as necessary
• Efficiently perform front desk activities including bookings, appointments, phone calls, and emails.
• Perform administrative duties such as filing and updating records
• Update all property listings to reflect current occupancy status.
• Respond to customer inquiries, residents’ needs and complaints, ensuring timely resolution for all.
• Process invoices, receipts and updates on all electronic platforms and software.
• Send in timelyreports.
• Conduct daily drills with housekeeping, laundry and other units and ensure proper conduct and compliance of staff.
• Disbursement of cash for petty expenditures and proper recording.
• Daily reporting on revenue and occupancy status to your line Manager via mail.

Measures of success

Your Success Will Be Measured By

• Absence of errors in Invoices and bookings
• Ability to generate positive reviews from residents.
• Efficient use of departmental resources.
• Response/turnaround time on Email, Airbnb and Expedia platforms.
• Absence of missed calls on the business telephone line.
• Timely update of reservation calendar schedule.
• Compliance to SOP.

Qualifications

• Applicants must have a Post-secondary Degree (OND, B.Sc or equivalent required)
• 0 – 2 years of previous experience working in customer service role or the hospitality industry
• Strong guest-focused and ownership mentality
• Attention to detail
• Possess excellent leadership skills, communication skills, and multitasking skills
• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
• Knowledge of one or more additional/foreign languages is preferred.