Receptionists / Night Auditors at City Lodge Hotel

Scope of the role: To perform such duties as may required to ensure the efficient and friendly administration of guest: reservations, registration, in house folios, queries, communication and check out
 

Outline of Responsibilities:

• Ensure that all guest account transactions must have the required accompanying paperwork.
• Ensure that all reservations made have a valid and sufficient method of payment. (Inclusive of all boardroom and conference room bookings). Depending on the applicable method of payment, all guests checked in must have a valid and sufficient method of payment.
• The “PM” accounts may not be billed to without approval and must be followed up on a daily basis.
• All floats must remain at the issued amount at all times.
• All paperwork must be completed for shift banking and foreign exchange
• As a unit ensure that the budgeted average room rate is achieved and improved on where possible.
• Ensure that when taking a reservation that you obtain the correct contact details so as to be able to guarantee all bookings on the day of arrival, so as to maximise occupancy.
• The required reports must be printed and processed per shift/per day.
• Night Audit must run every night at the prescribed time.
• Registration cards must be completed inclusive of all required information.
• All tasks must be ticked off per shift checklist and handed to the manager on duty to be checked and filed.
• Ensure that all data is entered correctly so as to guarantee; continual data integrity and statistics accumulate correctly.  All group requests must be forwarded to the reservationist/DM/GM.  Always check for an existing guest file prior to making a reservation.
• Refer to “ensure that all reservations are made correctly”.
• Ensure that all safety and security measures implemented are followed per shift/per day without exception
• Per department ensure that all filing is done in accordance with audit and operational requirements.
• Utilizing the correct stationery; ensure that all guest messages are taken correctly, with sufficient accurate information and that all messages are delivered to the guest/guest room as promptly as possible.
• All wake up call requests must be recorded on the wake up call sheet.  All calls must be made on time.  If you are unable to contact the guest additional effort must be taken to do so the end result being that the guest is contact – no matter what.
• Answer all calls within 3 rings and deal with / process in line with the required standard
• All equipment must be utilised in line with the hardware operating manual and all maintenance matters must be promptly reported
• Contribute to and support the “I’m Kind” programme.
• Ensure that the reception desk has sufficient stock of blank guest questionnaires.  Hand out and collect as many Questionnaires as possible.  Ensure all completed Guest Questionnaires are handed to the DM/GM
• Reservations and Reception emails must be checked, processed and responded to on a daily basis per shift.
• Pay close attention when taking a reservation enquiry so as to ensure that you fully understand what information the caller requires and any additional information that you can provide
• When taking a reservation enquiry for another area or for a date that the hotel is full and or on departure; always offer to make a booking a future booking at any of our hotels, ensure that you are constantly aware of how many rooms you have left to sell, on making a reservation at another hotel always offer to send a map and provide all relevant information
• An HRV (Hospitality Rate Voucher) may be issued for reservations made for a walk in reservation when cross selling to one of our hotels
• Ensure that every guest receives exceptional service at all times
• Refer to the guest information file, use the intranet, internet, City Lodge Group brochure, internal memos, the newspaper inclusive of current/future specials, Group information etc.
• Ensure that reception desk sweets, welcome drinks, are set up and or maintained as instructed
• Use all information provided and available to constantly ensure that your knowledge of our online reward programmes is up to date at all times.

OTHER DUTIES AND  RESPONSIBILITIES

• The post holder will undertake training and development as appropriate

REPLACEMENT AND TEMPORARY MISSION

• May be assigned to perform reliever duties when colleagues are off duty.

Basic Conditions and Benefits of Employment: These are in line with normal company policies and practices, specific details will be communicated to an applicant should he/she qualify to be interviewed.

Line of Reporting and Communication:

• Responsible To: Head Receptionist
• In Communication With: All other Hotel departments

Education, Training and Experience Requirements:

• Level of Communication Skills: Excellent communication skills; A foreign language will be an added advantage. Must be in possession of good communication skills
• Level of Professional / Education & Training: Minimum education: Certificate in Front Office Operations.
• Level of Experience in the Job Advertised: 3 years’ experience in a similar role is required.