Reception Team Member

Job Description

What will you be doing?

• Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
• Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.
• Maintain strict security procedures to ensure guest confidentiality and safety.
• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys and guest confidentiality/privacy.
• Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transferring all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect international and operator assisted calls for guests, record accurate charges.
• Assist, as required, to screen calls for reservations. Ensure accurate, up-to-date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Attend to other duties like hosting breakfast as requested by management and supervisors.

Qualifications

Skills include but are not limited to:

• Customer Service skills
• Ability to multitask
• Excellent communication skills
• Team working skills
• Ability to cope well under pressure and interact with patience and compassion
• Administration skills
• Computer skills

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