To ensure that Reception shifts are run efficiently, providing outstanding guest service, assisting
Receptionists and Concierges , maintaining a calm, professional environment at all times.
Essential Functions
Manages day to day operations, ensuring the quality, standards and meeting the expectations of
the customers on a daily basis
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise
negotiating with others
Prepare documentation for daily business.
Ensure prompt, efficient and courteous reception of guests.
Record and administer arrivals and departures.
Assist in training new staff members, coach them and monitor their performance.
Ensure full liaison with other members of the team
Ensure the desk is covered at all times, allocating meal breaks sensibly.
Full awareness of current daily status of Hotel.
Be aware of daily functions, events, VIP and group arrivals.
Ensure smooth hand over to next shift.
Handling communication and recording of complaints.
To carry out any other duties as required
Strong communication with other departments, especially Reservations and Concierge
Strong relationship with guests and internal customers
Key relationship with Front Office Manager , and other HOD’s
Requirements:
Specific Job Knowledge, Skills And Abilities
Knowledge: Must be able to speak, write and converse fluently in English, and Spanish.
German is a plus High level of Computer skills (Microsoft Office).
Competencies:
Problem Solving and Decision Making
Adaptability: display flexibility in adjusting priorities; and communicates both the reasons for
change and how it impacts the workplace.
Coworker & Customers Relationships
QUALIFICATION STANDARDS
High school or equivalent education required. Bachelor’s Degree preferred (Tourism, Hospitality Management).
Knowledge of Opera and familiarity with Internet/MS Office applications and related IT preferred.
At least 3 years of experience within the hospital