Job Summary:
Under the general guidance and the supervision of the Front Office Supervisor & Front Office Manager and within the limits of the established CASA D’OR Hotel Policies and Procedures, represents the hotel to the guest throughout all stages of the guest's stay. Determinate's a guest's reservation status and identifies how long the guest will stay. Helping guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Duties and Responsibilities:

1- To register guests promptly and according to hotel standards, ensuring that guests are provided with all necessary information.
2- To receive & post to appropriate folio account(s) cash received for payment of room account.
3- Answer the phone and direct it.
4- Anticipating and addressing guest’s needs and resolving their problems and complaints.
5- Arrange transportation for guests upon request.
6- To hand out room keys according to hotel policy and ensure that spare keys are available at all times.
7- To have a full knowledge of facilities, services & hours of operation of the Hotel & surrounding areas, thus enabling the servicing of guests enquiries promptly & efficiently.
8- To maintain an up to date log book references, and ensure that important information and follow up traces have been actioned by end of each shift.
9- To handle emails and messages promptly and efficiently, ensuring prompt delivery to guest rooms.
10- Assisting guests with disabilities.
11- To maintain at all times a high standard of courtesy and friendliness when dealing with both guest and staff members.
12- To be conversant with registration procedures for Groups, VIP’s …
13- To prepare required lists and reports for management.
14- To be pleasant and polite to hotel guests at all times.
15- Check guests in and out of their rooms on time as per policy.
16- To handle all reservations at the Front Desk.
17- To prepare Group check-in arrangements for the following day.
18- To collect covering letters related to each reservation.
19- To maintain the record on of guests those have checked in and out.
20- To work closely with reservations, housekeeping and other related departments on room allocation to ensure maximized guest satisfaction.
21- Posting charges to appropriate guest accounts.
22- To have a sound knowledge of the company’s marketing programs.
23- To attend to all guests who approach the Front Desk, immediately, cordially and with a genuine Smile.
24- To maintain guest history files on all guests.
25- Must be well groomed, maintain a high standard of personal appearance & hygiene at all times.
26- Maintain your working area in a clean and tidy manner at all times.
27- Be prompt and efficient at all times & avoid any unnecessary absence & sick leave.
28- Be aware of the work schedule, to be punctual and giving adequate notice if serious circumstances prevents adherence to the schedule.
29- Should never speak in a loud voice to fellow Employees especially in the native language in the public areas.
30- Do not leave your working areas without prior approval of your Supervisor or Department Head. Do not loiter in areas where you are not rostered.
31- To attend any training sessions as required.
32- To be fully conversant with the Hotel Fire and Emergency operations.
33- To know and follow health and safety Policies.
34- To be fully conversant with the Hotel IT systems and Interfaces and to be able to fix any problems, with assistance of IT manager and Outside support.
35- Performing duties and daily check lists.
36- To comply with any reasonable instructions issued by management
37- To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
38- To adhere to Company and Hotel rules and regulations at all times