Basic Functions

Supervise front desk agents, ensuring the correct sequence of events for proper registration and check out of guests. Assign specific tasks to front desk agents relative to credit, missing addresses, registration cards, posting charges, ……. and over all cleanliness and organization of the front desk. Perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel. Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up any unresolved situations in timely manner and pass on appropriate information to the manager for handling.     

Main Duties

• Has a complete knowledge of the Hotel including the geographical layout.
• Greet and welcome the guest upon arrival. And always provide all guests with a high-quality service and hospitality standard.
• Monitors the guest services agents to ensure that guest service prompt, cordial attention, and personal recognition.
• Monitors daily allocation of rooms for early arrivals especially during tight room situations. Responsible for locking rooms for guests as well as VIP’s rooms and ensuring that guest relation is advised to prepare the guest's amenities.
• Ensures that all guests are escorted to their rooms after checking in and are accorded the appropriate fare well upon check out.
• Monitors the due outs and performs the necessary action.
• Determine changes in the departure date and time to reflect in the guest folio and extension of stay to determine the exact number of departing guests.
• Implements and monitors the job combination between reception and cashiering. Prepares the weekly schedule of the Guest service agents. 
• Communicates, cooperates, and coordinates closely with both housekeeping and accounts departments in all front desk-related functions.
• Develop knowledge of computer room files, location of rooms, and room types.
• Read and initial pass–on log daily to keep updated on all current information.
• Initial the daily attendance sheet before the start and end of each shift.
• Carefully checks the housekeeping report and discrepancies and forward it to housekeeping twice a day.
• Always maintains and monitors a proper telephone manner according to standards. Knows all safety and emergency procedures and how to act upon them.
• Be aware of the daily activities and Food and beverage promotions, Promotes hotel facilities.
• Interacts, communicates and cooperates with hotel guests as well as other hotel departments as appropriate. Positively interacts will all front office associates.
• Performs related duties and special projects as assigned.
• Working Hours: The working hours are in accordance with the established roster.
• Uniforms: Assigned uniform, including proper name tag.
• Comply to all work-related instructions as it may arise.  

Qualifications

• Guest Relations, Customer Satisfaction, and Customer Service skills
• Effective Communication and Receptionist Duties
• Strong interpersonal skills and ability to handle guest inquiries and concerns
• Proven experience in a customer-facing role
• Ability to work well under pressure and in a fast-paced environment
• Fluency in multiple languages is a plus
• Diploma or Bachelor’s degree in Hospitality Management or related field