Ensure Outstanding customer care at all times. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. Use suggestive selling techniques to sell room nights, increase occupancy and revenue. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Courteously and accurately answer inquiries from potential guests and accept hotel reservations. Respond to telephone and in-person inquiries regarding hotel information and guest concerns. Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy. Allocate rooms to expected arrivals after checking the guests preferences and special requests. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Adhere to company credit limit / floor limit policies. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc. Check all billing instructions are correctly updated Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

• Answering incoming calls and assist with reservations, confirmations, and room need requests, and questions. • Explaining hotel products, service and other information about the hotel as requested. •Tracking future room availability on the basis of reservations, and helping develop forecasts for room revenue and occupancy • Assisting guests with issues and complaints, with empathy and a focus on guest satisfaction. • Maintaining knowledge of current hotel events, activities, hours of operation as well as dining options currently available. • Verifying payment for stay including incidental costs by obtaining credit information. • Using supervisor support when necessary. • Answering incoming calls within 3 rings with appropriate greeting. • Selling process and entering and confirming room reservations using selling techniques and strategies. • Facilitating guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due.

• Ensuring accurate and efficient running of reception including check in/out procedures • Responding to Guest queries in a timely and efficient manner • Demonstrating a high level of customer service at all times • Ensuring that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments •Understanding thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties • Maximizing room occupancy and use up-selling techniques to promote hotel services and facilities • Understanding correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy • Assisting other departments wherever necessary and maintaining good working relationships with Team Members • Answering calls, as required • Ensuring all Guest deliveries and messages are received effectively and efficiently • Acting in accordance with fire, health and safety regulations and follow the correct procedures when required • Acting in accordance with policies and procedures when working with front of house equipment and property management systems • Attending appropriate training courses, when required • Following and adhering to company brand standards

• Working at switchboards at a variety of businesses and handling outgoing, interoffice or incoming calls. • Monitoring an automated system in which callers place collect calls. • Placing a person-to-person call. • Taking and relaying messages. • Relaying important information. • Handling emergency calls. • Operating telegraph equipment and satellite communications equipment. • Taking room service orders • Assisting customers in making telephone calls. • Interrupting a busy line if there is an emergency. • Researching and advising on rates. • Assisting callers with other questions. • Performing receptionist functions as needed. • Helping callers make long-distance or local calls. • Providing customers with area codes, telephone numbers and other information. • Handling all directory assistance queries. • Filling in necessary migration document for the guests to be registered in the country