Receptionist – MANTIS AKAGERA GAME LODGE

1. Department

ROOMS DIVISION

2. Reports to

Front Office Manager

job purpose

To increase customer satisfaction by providing efficient, prompt, trouble free and courteous. Front Office services connected with arrivals, departure and in-house guests, in line with the Companies Policies & Procedures.

TASKS, DUTIES & RESPONSIBILITIES

Understanding the companies Policies, Procedures, Operational and Financial Principles and the

components involved in the day to day running of reception.

• Performs and check cashier functions according to companies Policies & Procedures.
• Processes and check daily banking’s according to company Policies & Procedures.
• Checks that correct data is obtained from guests and updated on the Property Management System.
• Ensures that guest accounts are maintained and transactions processed during their stay.
• Performs and check cashier functions according to companies Policies & Procedures.
• Processes and check daily banking’s according to company Policies & Procedures.
• Checks that correct data is obtained from guests and updated on the Property Management System.
• Float checks is done after each shift and signed off by shift supervisor and Front Office Management.
• Ensures and check that on each shift a pit check report is completed and signed off by receptionist, shift supervisor and Front Office Management.
• Ensures and check that on each shift a rate check report is completed and signed off by receptionist, shift supervisor and Front Office Management.
• Ensures and check that on a daily basis a shift check-list is completed and necessary reports attached then signed off by shift supervisor and Front Office Management.
• Variances or queries is recorded, actioned and handed over to Front Office Supervisor and Management at all time.
• Ensures that Front Office, Audit and company Policies & Procedures are adhered to.
• Performs monthly stock takes of Front Office stationary and other related items.
• Be familiar with the monthly department budgets and targets set to achieve.
• Maintain guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash 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.
• Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.
• Ensure that all requested reports associated with the department are accurate and produced on time.
• Assists with keeping records and filing systems within the Front Office department.
• Cover all shift as and when required.
• Serves on hotel committees as determined by the Front Office Manager and / or General Manager.
• Allocates rooms and issues appropriate keys
•  Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment.
• Is aware, at all times, of current room status and room availability.
• Is fully aware of the relevant service concepts.
• Is fully aware of, and knows how to handle, all current and future hotel promotions.
• Minimizes loss of revenue by adhering to all established credit procedures.
• Insures all guests establish credit upon check-in.
• Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
• Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
• Receives proper approval codes for cash and credit card paying customers.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Handles difficult situations effectively.
• Keeps effective key control.
• Is fully conversant with the Hotel Operating, Reservation, Telephone, Television, Fire Alarm System and other Front Office operating equipment.

• To perform other reasonable duties as directed by your immediate Manager.
• To be available to work overtime at the request of Management.

Bachelor’s degree in hospitality or related field

Minimum 2 years’ experience in reception roles

Excellent verbal communication

Good telephone communication etiquette

Organized and resourceful

Customer-focused

Active listener

Well conversant with OPERA system