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· To supervise and control all reception staff.
· To organise duty rosters, ensuring that there are sufficient staff to cover all duties, particularly during peak period business and to arrange a stand-by in case of illness or absenteeism.
· To be available during check-in periods to deal with any problems or complaints.
· To ensure that reception staff are dressed in the correct uniform and that their appearance enhances the image of the hotel.
· To ensure that guests are greeted courteously and that all registration formalities are correctly completed, paying particular attention to charge-out details and credit rules.
· To liaise with reservations and pre-allocate rooms, bearing in mind the preferences of regular and VIP guests.
· To ensure co-operation and helpfulness with all front office and housekeeping departments.
· To ensure that the guest list register is updated regularly during the day and that copies are sent to the appropriate departments, i.e. Hall Porter, Cashier, Telephone Room and Housekeeping.
· To liaise closely with the housekeeping department on check outs, moves, etc.
· To arrange alternative suitable accommodation, for a confirmed or regular guest, if the hotel is fully occupied.
· To ensure maximum room occupancy in line with agreed policy on over booking.
· To hold regular performance appraisals with all reception staff, identifying areas for development and training needs.
· To carry out regular on-the-job training with all reception staff to ensure that they perform their duties correctly to company standards and that the training needs identified in the performance appraisals are carried out.
· To report any faults or defects to the maintenance department.
· To be totally security conscious at all times and ensure that effective procedures are in operation for bomb scares, etc
Titany answered the question on September 10, 2021 at 06:11
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