POSITION SUMMARY:

Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the hotel and city. Check on VIP guest movements complete their pre-registration formalities.

Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible firsthand service recovery steps.

DUTIES AND RESPONSIBILITIES:

• Welcome guests during check-in and giving a warm check out to guests. 
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals and departures. 
• Coordinating and multi-tasking job duties in a busy environment.
• Should possess detailed information about the Hotel, city as well as the competition.
• Detailed information regarding arrivals, daily room occupancy and room requirements.
• Providing excellent customer service as per hotel standards.
• Greeting guests as they enter and exit the hotel. 
• Providing information regarding the Hotel, town attractions, activities etc.
• Check on VIP reservations, complete their pre-registration formalities.
• Allocate rooms to all arriving guests.
• Maintain up-to date information on room rates, current promotions, offers and packages
• Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes and dislikes.
• Perform basic cashier activities as and when required.
• Maintain guest lockers for safe custody.
• 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.
• Follow the house rules and policies laid down by the management.
• Adhere to strict staff grooming and hygiene standards.
• Must possess strong organization time management skills, attention to detail.
• Positive attitude, guest service focused, team player and outgoing personality is essential.
• Must be able to work shifts - days, evenings, weekends and holidays.
• Ability to relate well to Hotel guests and employees. 
• Professional in demeanor and presentation. 
• Personable, enthusiastic, self-motivated and able to work independently.
• Observant, discriminating and detail-oriented 
• Ability to understand and carry out oral and written instructions and request clarification when needed. 
• Strong interpersonal and organizational skills.
• Able to work morning, evening, weekend, holiday, and overnight shifts.

PREREQUISITES:

Must be able to read, speak, write, in the primary language used in the workplace. His/her behavior and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel. He/she will strive to use a polite language and well-groomed in his/her relation with the Hotel guests, colleagues and staff.

• Good guest interaction skills. 
• Good listening skills. Sound decision making.
• Good interpersonal and communication skills. 
• Leadership/People management.

EDUCATION:

A graduate form a recognized college/university Degree in Hotel Management or Hospitality Management and other related fields.

EXPERIENCE:

With a minimum of two years experiences in a similar capacity / function in an international four or five-star hotel.