Job Description
To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange and assisting guest with inquiries.
KEY ROLES & RESPONSIBILITIES
Provide warm, sincere and engaging service that ensures Guests feel valued
Treat each and every Guest as a unique individual
Anticipate Guests’ needs with thoughtful and personal touches
Resolve Guest problems and never say “no” without offering an alternative
Be an ambassador for the Brand, Hotel, Community and Colleagues
Be guided by Accor core values: Guest Passion, Sustainable Performance, Spirit of Conquest, Innovation, Trust and Respect.
Take an active, positive role within the Hotel
Maintain a professional appearance
Participate in pre-shift briefings and monthly meetings to ensure open lines of communication
Register and room all guest arrivals according to established procedures
Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
Maintain cashier float and ensure accurate daily report of all money received
Cash hotel guests’ personal and travelers checks and assist with currency exchange
Keep abreast of all modifications to accounting policies and procedures
Attend to guests’ request of using the service of safety box at all times
Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Le Club Accor Programs, and also Fine Resort & Hotel programs
Attend to guest’s complaints, inquiries and requests, refer problems to Supervisor/ Manager
Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
Ensure that the guests depart the hotel with a positive impression of hotel service
Perform the audit balances and prepare all reports for audit in an orderly fashion
When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
Maintain comprehensive knowledge of standard reservation procedures
Maintain exemplary department standards of behavior and appearance and attitude
Ensure front desk work area is kept clean and in an orderly state at all times
Is fully aware of the Credit policy
Adhere to Occupational Health & Safety policies and procedures
Perform related duties and special projects assigned
PERSONAL ATTRIBUTES
Strong written and verbal communication skill in English and Russian
Able to develop rapport with and gain support from Colleagues and Management staff
Ability to work cohesively with co-workers as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with all guests and colleagues
Able to exercise good judgment with difficult guests
Understanding and ability to work in a multi-cultural environment
Qualifications
Post-Secondary Education or relevant qualifications in Hotel Management
Minimum 2 years Front Desk/Guest Relations experience preferably in a four or five star hotel
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