Front Office Executive at Lakowe Lakes Golf & Country Estate

The Front Desk position is a key part of the overall success of the Lakowe Lakes Golf and Country Estate. Often, this is the first and last person a guest comes in contact with.

The front office executive will man the reception at the information center and the reception at the Corporate Lodge.

It is very important that the individual possesses a strong outgoing personality, with an ability to pay close attention to details.

The successful candidate should be able to work well with others, while demonstrating an ability to work unsupervised. We are proud of our strong reputation of great customer service, and this guides us with everything we do.

MAIN RESPONSIBILITIES

• Greet and welcome guests at the Information center or the reception at the Corporate Lodge.
• Understand and possess good knowledge of all the facilities at Lakowe Lakes.
• Keep track of daily scheduled functions and their locations.
• Manage all daily arrivals and departures, including groups.
• Prepare guest folio and confirm payment for all guests’ accommodation and activities.
• Follow banking-out and shift closing procedures.
• Maintain safe and clean work areas.
• Provide accurate, descriptive property information to guests and callers including hours of operation, guestroom features and locations, all services and amenities provided, and local area information.
• Provide suggestions for places to visit and shop as well directions and maps.
• Meet and greet potential real estate and golf customers; and direct them to the appropriate personnel.
• Handle mail, messages and guestroom messages asper prescribed procedure.
• Arrange transportation for guests.
• Carry out specified duties in the event of emergencies.
• Answer phones promptly in a polite and professional manner using the standard phraseology.
• Route incoming calls to the appropriate department, guestroom, meeting room, or other facility.
• Handle wake-up calls and ensure timely delivery by following standard procedure.
• Assist guests with function of all guestroom features.
• Log and track all guest complaints.
• Promptly communicate all requests to appropriate departments (housekeeping, food and beverage, etc.)
• Assist in solving billing discrepancies.
• Handle monetary transactions per prescribed procedure.
• Utilize property management system and all other required technology to carry out daily responsibilities.
• Advise guests and callers of current rates and promotions.
• Show guestrooms and meeting space to prospective guests as needed.
• All other duties as assigned.

SKILLS

Required Knowledge, Skills and Abilities

Communication skills: Have the ability to read and interpret documents such as safety rules, safety awareness information, operation and maintenance instructions, and procedure manuals. Ability to keep logs and to speak effectively to customers and associates.

The property functions seven days a week, 24 hours a day. Applicant must have the flexibility to work a shift other than the one they are assigned dependent on business demand.

Use aggressive hospitality skills, which include:

• Smile and Greet every Guest
• Speak to the guest in a warm, friendly and courteous manner
• Display genuine and enthusiastic interest in the guest, pay complete attention
• Anticipate guest needs and be flexible in responding to them
• Be knowledgeable about your job
• Take ownership of guest problems and resolve them
• Report to work station at your scheduled time, being prepared to commence all assigned duties.
• Perform all job requests assigned by management in which the associate is capable.
• Maintain a well-groomed, professional appearance and attitude at all times.
• Acknowledge guests immediately with a smile and greeting. Use the guest’s name at least once in an interaction and practice the principles of Aggressive Hospitality.
• Anticipate guest needs and offer assistance.

EXPERIENCE AND EDUCATION

• Previous hospitality experience preferred
• Previous experience as a Front office Executive in a hotel
• Good level of computer literacy: MS Office
• Strong communication skills in English, both written and verbal essential
• Ability to work in a multi-tasking, fast paced environment
• Demonstrated strong customer service skills
• Ability to work all shifts, including weekends, evenings and holidays