Front Desk:
Responsibilities include standing, greeting and checking in guests into the Hotel, assigning them rooms, and providing them with keys. Performing all check in and check out tasks.
Do something memorable – ie. Opening doors, assisting with luggage, etc.
Quote and/or negotiating room rates with customers.
Manage online, phone reservations and walk ins.
Inform guests about payment methods and verify their credit card data and update through stay as needed
Register guests collecting necessary information (contact details, exact dates of stay, email address, etc.) Maintain updated records of bookings and payments.
Provide information about our Hotel, available rooms, rates and amenities through signature training format
Upsell additional facilities, services and guest rooms when appropriate.
Respond to guests’ complaints in a timely and professional manner and refer to GM as needed.
Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully -furnished to accommodate guests’ needs. Manage pre-heat and cool sheet.
Welcome VIP guests, anticipating and addressing guests needs.
Maintain knowledge of room rates, hotel policies, specials, availabilities, VIP guests, hotel events and more.
Excellent customer service skills, who can build and maintain relationships with internal and external guests.
Maintain a clean and tidy work area.
Maintain the cleanliness of the Hotel lobby, Breakfast area and all other assigned areas.
Achieves monthly Sales goals, as directed by corporate sales department, sales calls, VIP, parking lot shops.
Arrive on time for scheduled shift with wearing proper uniform attire, ready to work.
Communicate any Maintenance issues to appropriate personnel through maintenance log.
In absence of GM, contact the appropriate manager of any safety issues
Update communication log pertaining to any activities that occurred on your shift.
Housekeeping:
Do something memorable – ie. Opening doors, assisting with luggage, etc
Arrive on time for scheduled shift with wearing proper uniform attire, ready to work
Maintain a clean and tidy work area
Security of keys are essential, and the Hotel procedures must be followed
Employee safety is paramount (including keeping room door open when inside and blocking door with cart)
Understand company’s policy on work shifts, guest possessions and privacy issues
Work with a team or independently
Report and return guest properties found in the rooms while rendering service
Ensure all rooms are cared for and inspected according to standards
Notify superiors on any damages, deficits and disturbances or suspicious activity
Identify if there are any items missing from rooms – from brochures to chairs and everything in between
Report maintenance needs and out of the ordinary items such as carpet or upholstery stains, tears in spreads, light bulbs burnt out, etc
Deal with reasonable complaints/requests with professionalism and patience
Assist as needed with providing a constant supply of clean linens for entire Hotel
Adhere strictly to rules regarding health and safety and be aware of any company related practices
Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing, changing sheets, changing and arranging towels, restocking, etc
Assist with the cleanliness of all public areas, ie. Lobbies, corridors, stairways
Protect equipment and make sure there are no inadequacies
HSKP team is responsible for the cleanliness of the entire hotel – what guests see, smell and touch
Excellent customer service skills, who can build and maintain relationships with internal and external guests
Organize and restock cart at the end of the shift
Ensure that all vacant rooms are available to always sell
Performs other related duties as assigned.