Job Title: Front Office Executive
Reports directly to: Front Office Manager
Responsible for: Greeting guests, managing check-ins and check-outs, handling reservations, processing payments, answering phone calls, providing information on hotel services, and resolving guest issues
Location: Tema
Hours of Work: 0800hrs (Morning shift, Mid-shift, Afternoon shift, Night shift) Rotation of shift depends on the occupancy and busy schedule of the hotel.
Accountability Objective:
A Front Office Executive’s main accountability objectives are ensuring total guest satisfaction by providing excellent service, managing efficient operations like reservations and check-ins/outs, and maintaining smooth inter-departmental communication to resolve issues
Nature and Scope of Work:
Area of Activity (duties and responsibilities)
1) Register guests, assign rooms and accommodates special requests whenever possible.
2) Assists in pre-registration and blocking of rooms for reservations.
3) Thoroughly understand and adhere to proper credit card, cheques, and cash-handling policies and procedures.
4) Understands room status and room status tracking
5) Knows the type of rooms available as well as their location and layout.
6) Knows the selling status, rates, and benefits of all package plans.
7) To ensure a proper use of the telephone etiquette standards.
8) Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
9) Provides information about hotel services to guests.
10) Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
11) Knows all activities and services of the property.
12) Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day-use rooms.
13) Possesses a working knowledge of the reservations department, takes same-day reservations and future reservations when necessary and knows cancellation procedures.
14) Knows how to use front office equipment.
15) Performing cashier-related functions like posting charges, bill/invoice settlement to guest accounts, raising paid out’s, currency exchange.
16) Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
17) Advise guests of any messages, mail, packages, etc. received for them.
18) Must be polite while answering the phone.
19) Inform guests of the room safe and mini-bar key and room key procedures.
20) Communicate services and amenities of the hotel to guests.
21) Direct Bell Person to escort guests and transport their luggage to the room.
22) Reads and initials the pass-on log daily and is aware of daily activities and meetings taking place in the hotel.
23) Attends department meetings.
24) Must have complete knowledge of emergency procedures.
25) Performs wake-up calls.
26) Reports any unusual occurrences or requests to the manager or assistant manager.
27) Knows all safety and emergency procedures and is aware of accident prevention policies.
28) Knows how to operate PMS and other front office equipment.
29) Respond to guest needs, special requests, and complaints and alert the appropriate manager as needed.
30) Maintains the cleanliness and neatness of the front desk area.
31) Understand that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.
Job Holder Entry Requirements
Education & Related Experience:
• HND /Degree and might have at least four years’ experience in a hotel industry.
• Must speak, read, write, and understand the primary language (English) used in the workplace.
Key Skills and Behaviors’ - Special Training or Competence:
• Strong communication skills – active listening, clear speaking
• Customer service
• Problem-solving abilities
• Capability of multitask under pressure
• Attention to detail
• Proficiency with PMS
Key Relationships:
Internal
• Housekeeping Department
• Maintenance Department
• F&B Department
• Security
• Sales & Marketing
External
• Clients/Guests
NOTE: Applications and CVs must be sent to rosiklimited@gmail.com