Front Ofice Officer at Nicole Sinclair Consulting

Description

This is the forefront of customer service. S/he is one of the first staff to meet and greet guests on arrival. This position ensures guests feel comfortable and valued while on the premises.

Responsibilities

• Responsible for ensuring the front desk is tidy and presentable with all necessary material.
• Answer all incoming calls and redirect them or keep messages.
• Receive letters, packages, etc. and distribute them
• Reviewing the arrival and departure list daily and assisting in preparing and distributing welcome amenities. 
• Welcome guests upon arrival/check-in and bid them farewell at check-out.
• Oversee and coordinate all arrivals and departures of special guests (VIPs, etc).
• Respond to guests' needs and anticipate their unstated ones.
• Expect and react promptly to guests’ requirements and inquiries.
• Attends promptly to guests' inquiries and assists them with their needs.
• Responsible for providing information regarding the facilities and all other services available.
• Should have up to date information on daily room occupancy
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift
• Should be able to handle all guests without bias or prejudice.
• Ensures compliance with rules and policies.
• Adhere to strict staff grooming and hygiene standards.
• Logs the day's activities in a logbook to ensure that the next person on duty follows up and is familiar with everything that needs extra attention.
• Promotes all the facilities of the hotel and knows the surrounding areas when asked for directions.
• Actively listen and resolve guests’ complaints.
• Assists the guest in their travel needs.
• Ensures the guests are satisfied and maintains their satisfaction throughout their time.

Competency/Skill/Requirements

• Minimum of a B. Sc in Tourism, Business Administration, or other related courses.
• About 3-5years in the front office or customer service in hospitality or similar reputable industry.
• Should always be neatly dressed, wears the complete uniform within the standards set forth by management.
• Should always wear Identity tags at all times in order for recognition.
• Excellent problem resolution skills along with outstanding communication and active listening skills.
• Ability to work flexible hours.
• Excellent computer skills.
•  Ability to understand and carry out oral and written instructions and request clarification when needed. 
• Strong interpersonal and organizational skills.
• Must be guest service-focused and a team player.
• A positive attitude and outgoing personality are essential.
• Must be able to work shifts - days, evenings, weekends, and holidays.
• Ability to relate well with guests and employees. 
• Personable, enthusiastic, self-motivated, and able to work independently