JOB DESCRIPTION

Function:

To assist in the day-to-day operation of the property, to deliver excellent customer service, and to work with the Duty Manager/Reception

Supervisor on implementing strategic direction and constantly improving the property services.

Common Duties:

• To present a professional, friendly, and efficient impression of Frasers Hospitality at all times.
• To ensure guests comfort and satisfaction in line with the ROC.IT Service Fraser Way
• To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
• To attend any meetings and training sessions as required for the position.
• To manage and report all emergencies and complaints using the procedures set by Frasers Hospitality.
• To ensure you have a thorough understanding of and to adhere to laws and regulations regarding health & safety & fire regulations.
• To maintain vigilance regarding theft and potential security risks.
• To be fully conversant with all facilities and service of Frasers Hospitality.
• To comply with Frasers Hospitality grooming policy and office notes.
• To comply with Frasers Hospitality communication plan.
• To adhere to Policies & Procedures.

Specific Duties:

To carry out the day to day general administration: print & send rent requests, check guests’ incidentals and print invoices, request / take payments & do the necessary postings (banking & computer system), inform guests of any necessary information and distribute post & redirect mail.

• To answer the telephone & take messages according to Frasers Hospitality standards
• To report any guest comment and complaint to the Duty Manager/Reception Supervisor.
• To greet guests & follow the check-in procedures.
• To contact departing guests & follow the check out procedures.
• To be fully conversant with HIS reservation system, MS Word and MS Excel.
• To ensure every opportunity is taken to effectively achieve high occupancy and revenue levels.
• To deal with any reservation enquiry either by phone or by fax.
• To support the Sales Team by ensuring that the apartments are spotless and ready on time for any show rounds.
• To ensure a proper handover is carried out for the next shift at all times.
• To deal with any problem arising on shift or taking over from a colleague and ensure quick resolution if possible or to report it to Duty Manager/Reception Supervisor.
• To ensure the appropriate sign is up when leaving the reception.
• To ensure that the Reception area is kept clean and tidy, refilling property brochures rack, umbrellas and other guests’ amenities.