Jobs at Bella Rose Hotels & Suites

Duties and Responsibilities

• Ensure outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
• Cross Check all billing instructions to make sure they are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensure Front office log book and hotel log book is always updated.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security or manager.
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.

Prerequisites:

• A positive attitude and excellent communication skills.
• Experience of motivating and leading a winning team.
• Ability to remain calm whilst under pressure.

Education

• OND in Hotel Management, Business Administration or related field.

Experience

• Minimum 2 to 3 years work experience as Front desk Officer in a hotel.

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Responsibilities

• Deliver excellent customer service, at all times, ensuring guests comfort and safety
• Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail
• Make sure the hotel is clean and tidy, at all times
• Deal with customer complaints in a professional manner
• Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities
• Manage and maintain the administration of all reservations, cancellations and no-shows, in line with company policy
• Propose and implement effective marketing strategies to maximize room occupancy levels
• Complete all daily administration tasks as required
• Ensure that all bedrooms/conference rooms and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet required standard
• Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required
• Be accountable for all relevant product delivery and stock management (mainly, laundry, cleaning materials and bedroom supplies), including setting stock levels, checking, counting, storage, reconciliation and loss investigation
• Manage and maintain effective and efficient use of all reception equipment and hotel systems, in line with company policy
• Provide reports, as required, for hotel management
• Maintain effective communication with employees and other stake holders
• Complete roasters for your team weekly; manage and maintain correct staffing levels in line with targets and business levels
• Ensure that all members of the team sign in/out on the time sheets at reception and manage absence and lateness, in line with company policy
• Complete all required health and safety/fire checks on time
• Always adhere to all company policies and procedures and licensing laws
• Carry out instructions given by the management team and head office

Liaise with:

• Managing Directors
• Airport Tax Drivers
• Local Government
• Corporate Bodies
• Other Neighboring Hotel
• Key external partners.

Skills and Abilities

• Marketing
• A friendly personality and genuine desire to help and please others
• Ability to balance customers and business priorities
• Excellent communication and interpersonal skills especially when dealing with speakers of other languages
• Ability to think clearly and make quick decisions
• Numeracy and logistical planning skills.

Qualifications

• B.Sc in Business Administration, Hospitality Management, tourism or in any related field
• Ability to manage employees in a workplace
• 3-5 years of experience in hotel administration, marketing, housekeeping, food services management and hotel maintenance and engineering as well as knowledge of MS office and specific hotel-related software.