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JOB DESCRIPTION

JOB TITLE: RESPONSIBLE TO: Front Desk Associate (Part Time) Front Office Manager

BRIEF Reporting to the Front Office Manager, and in their absence the Shift Supervisor, the Front Desk Associate will be required to provide an efficient reception service, ensuring high quality customer care and satisfaction is delivered at all times. Ensuring the Front Office Department operates within the brand standard guidelines. RESPONSIBILITIES 1. To welcome all guests in a hospitable and efficient manner. 2. To ensure Front Office Department operates within the brand guidelines, utilising SOP manuals. 3. To ensure a consistently high level of customer care is delivered at all times. 4. To ensure efficient check in, check out, room account settlements are performed to the brand requirements. 5. Adhere to the hotels cash handling procedures. 6. To ensure all guests requests and preferences are logged and acted upon to drive guest satisfaction. 7. Report all guest feed back to relevant personnel. 8. Abide by relevant fire and health and safety procedures. 9. To ensure hotel revenue in all areas is maximised at all times. 10. To assist with reservations and nights as required. 11. To be fully aware of competitors and industry trends. 12. To constantly seek new opportunities for the profitable use of facilities and growth. 13. To ensure high quality communication is in place in the hotel. 14. Escort arriving guests to their room and be able to explain and promote the hotel services. 15. Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota. 16. Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time. 17. Assist in the training of new employees when required. 18. Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager. 19. Develop a basic knowledge of the Marsha reservation system.
Jan13

20. At all times strive to represent the Marriott in the most professional, courteous and efficient manner possible. 21. Understand the Hotels Fire and Safety procedures. To undergo training in all fire and security measures every quarter. 22. Ensure the cleanliness and neatness of the Front Desk, Guest Internet Station and back offices. 23. Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge). Adhere to the hotels grooming standards as stated in the associate handbook. 24. Develop a thorough knowledge of the hotel property, hotel staff, hotel services and the hours of operations. 25. Hand over any relevant information with necessary departments and associates. 26. Read and initial bulletin board daily to keep updated on all current information. Attend departmental meetings. Familiarise with the daily activities and meetings that are being held in the hotel. Participate in the daily 15-minute training and service excellence checks. 27. Have a thorough knowledge of the hotel PMS system, telephone systems, Vingcard key system, Guest ware, Micros and pagers. Know who to report hardware and software problems. 28. To know how to action crash down procedures. 29. Actively participate in special guest programs such as: Repeat Guest History, Guest Satisfaction Surveys and Guest Responses. PERSON SPECIFICATION Qualifications: GCSE or equivalent Experience: To be able to use Opera Front Office PMS. To be able to use Marsha, the global reservations system. Branded hotel background an advantage. Influencing Skills. High level of interpersonal skills. Personality: Excellent communicator. Works well under pressure. High level of negotiating skills. Customer service focused (internal and external). Organised, systematic and process driven. Flexible. Hours of Work: 24 per 7 day week Flexibility toward week-end and evening working is a pre-requisite of this employment.

Jan13