1. Department

ROOMS DIVISION | FRONT OFFICE

2. Reports to

Front Office Manager

job purpose

To meet, greet and offer assistance to all guests arriving at the hotel. –

To work as a team member in order to provide excellent guest service with attention to detail.

TASKS, DUTIES & RESPONSIBILITIES

· All guests are welcomed in a professional, efficient and courteous manner.

· Provides an unforgettable first and last impression of the Hotel.

· To assist guests with luggage and belongings during check-in and check-out.

· To room guests and explain the features and facilities of the guest room and the hotel.

· Maintain complete knowledge at all times of:

o All hotel features, services and hours of operation.

o All room types, numbers, layout, décor, appointments and location.

o Daily house count and expected arrivals/departures, including VIP guests.

o Scheduled daily group activities.

· Know, understand and comply with all departmental policies and procedures.

· Responsible for general cleaning duties in the Reception area and that the entrance area

and immediate surroundings remains cleaned and well organized at all times

· Responsible for guest luggage to reach the rooms as quickly as possible and in a safe and responsible manner.

· Guest’s requests, queries and needs, receive immediate attention in an efficient and effective manner.

· Follow-up is done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.

· Hand over guest complaints to the shift supervisor and Front Office Management.

· Knowledge of surrounding areas in terms of tourist destinations and activities.

RESPONSIBLE BUSINESS

· Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.

· Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.

· Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage

HEALTH AND SAFETY

• Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
• Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
• Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
• Ensures that all potential and real hazards are reported and reduced immediately.
• Fully understands the hotel’s fire and emergency Policies & Procedures.
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
• Stimulates and encourages a general awareness of health and safety.
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.
• Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
• Act as employee representative on the Health & Safety committee.

HUMAN RESOURCES

Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures.

• Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
• Be familiar with the company’s Disciplinary codes.
• Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
• Attends training as and when required.
• Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
• Attends all relevant departmental meeting or other relevant scheduled meeting.
• Conducts and manage induction and training of new staff members and students.

· To perform other reasonable duties as directed by your immediate Manager.

· To be available to work overtime at the request of Management.