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The Premier de Reception is responsible for assisting with the training, motivating, developing, and coordinating the activities of his/her department personnel to ensure effective operation and excellent Guest Service.
He/She report to the Duty Manager or Hotel Manager
II / Requirement
The role will involve organising rotation, having a hands-on approach to general reception duties (Amouage is a small property and HOD cover shift as their team members) – providing a warm welcome to every guest, making reservations, dealing with inquiries, dealing with complaints, cash handling and dealing with ad hoc queries.
- Thorough knowledge of customer service and office management
- Proficiency in English (oral and written)
- Solid knowledge of MS Office, particularly Excel and Word
- Excellent communication and people skills
- Good organisational and multitasking abilities
- Problem-solving skills
- A team player with leadership skills
- Previous experience as a receptionist for 2 years minimum
The Premier de Reception has to provide guidance and direction to all team members to ensure they are adhering to all hotel policies, standards, procedures, and regulations.
The ability to perform all front office functions both quickly and efficiently along with functioning as a technical department resource and providing training new hires. Assist the Department Heads in all areas to ensure smooth, efficient operations.
He/She needs to understand the operations of other departments: Sales, Housekeeping, and Engineering, Logistics
VI/ Duties and Responsibilities:
Be responsible for managing all staffing issues within the Reception area
Provide backup and support within the staffing structure and carrying out the duties of another member of the Reception team in the event of absence/illness.
Be responsible for the delivery of high levels of customer care and service delivery ensuring that all Reception staff is suitably trained to the appropriate standard.
Maintain an overview of procedures and ensure that all SOP’s directly associated with the Reception dpt are regularly reviewed and updated.
Ensures that all team members clearly understand their job roles, responsibilities, and performance expectations.
Maintains working relationships and communicates with all departments.
Verifies that accurate room status information is maintained and properly communicated.
Resolves guests problems quickly, efficiently, and courteously.
Conducts regularly scheduled meetings of reception personnel so night and day shifts are aware of any changes/policies applied.
Requires all reception employees to wear proper uniforms at all times.
Maximize room revenue and occupancy by reviewing status daily. Ensure the implementation of all hotel policies and house rules.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Monitor all of V.I.P ‘s, special guests and requests.
Review daily front office work and activity reports generated by Night Audit.
Review Front office log book and Guest feedback forms on a daily basis.
Ensures that plans and actions to meet departmental goals are communicated, understood, and met by his / her collaborators
Perform other duties as requested by management.