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  • Posted: Mar 20, 2024
    Deadline: Not specified
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    Role Purpose Statement:

    • To coordinate the establishment and the implementation of continuous quality management systems and ensure compliance by monitoring performance in this regard throughout the hotel. Ensure quality customer service throughout the hotel.

    Roles and Responsibilities:

    • Checks in guest in an efficient and friendly manner, using guest name whenever possible. Brief guests on hotel facilities, breakfast  timing, Wi-Fi access, front desk number etc. 
    • Handles all guest interactions with the highest level of hospitality  and professionalism, accommodating special requests whenever  possible; resolves customer complaints; assists customers in all  inquiries in connection with hotel services, hours of operations, key  hotel personnel, in-house events, directions, etc. Responds to all  guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone 
    • Accepts reservations, changes and cancellations in the absence of  Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Switch Board Attendants 
    • Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters which have the billing instructions. 
    • Ensure room allocation is done as per guest request and correct rate charged. Any upgrade MUST be authorized by Front Office  Manager, DM or Supervisor. Arrange for luggage to be delivered to guest room. Issues correct keys to the guest.
    • Ensure any rebates/allowances/Discounts are authorized by the  Front Office Manager/ GRO/Shift leader and posted in their  respective revenue codes 
    • Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.
    • Provides basic trouble-shooting support for in-room services such as the Internet, TV movies, games, and Web services 
    • Works closely with the Porters to ensure smooth handling of guest luggage, deliveries and special requests 
    • To read function sheets, guest correspondence letters, memorandums and any other relevant information to ensure that communication between the Front Office department and all other departments is maintained at all times. 
    • To have up to-date information on daily room occupancy
    • To check on VIP reservations, complete their pre-registration formalities and extend to them the regular courtesies 
    • Attending to calls, both internal and external calls as per the standards. 
    • To maintain up-to-date information on room rates, current promotions, offers and packages 
    • Sell guest rooms at rack rate for walk-ins or the Best Available rate of the day. 
    • Action the housekeeper’s report immediately, reporting any discrepancies to the Front Office supervisor and pass it to the housekeeping for investigations and follow up. Ensure that the room status is frequently up dated so as to show the occupied, vacant, due outs, clean, dirty and out of order rooms. 


    • Proficiency is hotel PMS system Opera 
    • Effective written and verbal communication 
    • Able to work on flexible schedule 
    • Organized and detail oriented 
    • Ability to stay calm under pressure 
    • Stamina to stand for long periods 
    • Problem solving skills 
    • Speak multiple languages

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    Role Statement:

    • To welcome the guests by greeting them as per the standards and respond to customer queries and resolving issues in a timely and efficient manner to ensure customer satisfaction.

    Key Responsibilities:

    • Welcoming and greeting guests warmly as they enter, and putting them on  a waiting list as necessary 
    • Communicating accurate wait times 
    • Managing the seating arrangement by allocating guests to tables and getting them seated at the correct table 
    • Seating guests and distributing menus 
    • Walk guests to their table and ensure they have menus to start perusing before a waiter or waitress takes over 
    • Light cleaning around the restaurant (like wiping down menus and tables)
    • Engaging with guests to ensure they’re happy with meals, drinks and the overall service 
    • Respond to complaints and helping to resolve them or escalate them to the supervisor or Restaurant Manager 
    • Answering phone calls and taking reservations 
    • Mastering all Menus to be able to assist with any guest queries
    • Listening to and answering guest questions, concerns and enquiries 
    • Confirming the correct meal plan for guests entering the restaurant
    • Taking orders, posting bills and serving guests 
    • Following up with delayed orders with the Kitchen staff 
    • Taking care of the kids and young children for safety and orderliness in the restaurant.
    • Providing great customer service 
    • Perform any other duties as assigned by the management.


    • Diploma in Hotel Management or equivalent 
    • 1+ years’ experience as a waitress or hostess 
    • Exceptional listening and communication skills. 
    • A polite, engaging personality. 
    • Commitment to customer satisfaction and service excellence.

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    Duty Manager

    Job Purpose/Mission 

    • Responsible for assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards by ensuring that Team Members are prepared and well-informed to deliver to Guests an exceptional experience from check-in through check-out. The Duty Manager is also responsible for managing the first and last impressions of our guests.

    Duties &  Responsibilities

    • Supervise the activities and the service levels of the Front Desk, Concierge/Porters.
    • Monitors the Front Office employees to make sure all guests receive prompt and personal recognition
    • Promote the basic habits of smiling, greeting guests by name and thanking guests.
    • Ensure that check-in procedures are strictly adhered to and that the correct guest details and charge-out details are obtained from each guest.
    • Oversee the VIP guest process including, but not limited to, reviewing VIP reservations, inspecting cleanliness/ amenities in VIP rooms and ensuring smooth check-in/check-out
    • Ensure that all charges are correctly entered on the guest`s bill and that this is up to date at all times.
    • Ensure that accounts are balanced daily by checking and approving all cashiering paperwork and supervising shift take-over and handover procedures.
    • Co-ordinate with the Housekeeping and Reservations departments, for all arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner 
    • Assist in the monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
    • Ensure that luggage is delivered to and collected from rooms speedily.
    •  Ensure that enquiries, messages & bookings are dealt with courteously and efficiently.
    • Assist in the development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
    • Review correspondence from guests and incident logs; direct staff according to information obtained.
    • Resolve guest dissatisfaction by investigating, evaluating, and settling complaints; following up with guests; personally, resolving difficult situations 
    • Prepare and conduct briefings/meetings.
    • Ensure sufficient front office supplies always
    • Conduct daily pre-shifts to communicate activities and /or special information/resolve issues/train staff.
    • Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
    • During check-in and check-out, meet and greet guests who may be waiting, and offer immediate assistance to avoid any delays to ensure the highest standards of guest care and attention
    • Ensures all records and documents are maintained as per standards laid down by the management
    • Ensure that always, all staff in the department are correctly and smartly dressed as per grooming standards.
    • To hold regular performance appraisals with all junior staff, identifying areas for development and training needs and ensuring that this training is affected.
    • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
    • To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
    • Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
    • Acts as the manager on duty in the hotel when senior managers are not available.
    • To detect and take action when service or equipment is mall functioning in the department.
    • To comply with the stipulated house rules
    • To comply with any statutory and legal requirement for fire, licensing, health and safety.


    • Minimum 3-5 years of supervision/management experience. 
    • Prior FO supervision/management experience is highly desirable
    • Superior customer service skills. 
    • Sound understanding of Hotel operations. 
    • Proven leadership skills. 
    • Excellent interpersonal and communication skills. 
    • Strong written communication and report-writing skills. 
    • Strong problem-solving, time management and cash management skills. 

    Method of Application

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