13/02/2018
FRONT DESK – GUEST RELATIONS TRAINING
Front desk clerks are primarily responsible for checking guests into and out the establishment, but they typically also have many other administrative and customer service-related responsibilities.
EDUCATIONAL BACKGROUND
Most front desk clerks are just required to have a high school diploma.
Checking and Checking Out
A hotel front desk clerk's main responsibility is to help check guests in and out. Checking in typically involves using a computer to verify guest registration, address and other information, informing guest of hotel amenities, confirming customer preferences, checking identification and providing a room key.
Checking out is often quite brief, just involving confirming the guest's total charges and finalizing payment.
Carrying out the day-to-day duties of front desk reception in order to ensure the smooth and efficient running of the switchboard, answering telephone calls in a timely and efficient manner, transferring calls as necessary, dealing with general enquiries, and/or referring clients to the appropriate leasing agent or division.
Coordinating the delivery and pick up of business-related documents (checks, etc) through appropriate courier companies on behalf of staff and division managers.
Maintaining accurate records on these transactions and reconciling them with monthly statement of accounts as provided and/or requested by the Accounts Division.
Reviewing and disseminating incoming mails as necessary, and assisting with outgoing faxes as time permits.
Coordinating the delivery and pick up of business-related documents through appropriate courier companies.
Reviewing and disseminating incoming mails and letters as necessary and assisting with outgoing mails time permits and entering and updating data in respective software.
Provide a meet and greet function for walk-in clients and successfully communicating company information and providing advice.
Ensuring, as far as possible, that complaints and concerns that you may receive are attended to speedily and satisfactorily.
Maintaining accurate records on properties, clients, and landlords. Any and all paperwork, documentation, contact details, reports or lists generated will remain the property of Ahenfie hotel.
Remaining abreast of signage and advertising requirements, and ensuring this information is accurately conveyed to the other department.
All marketing tasks must be approved by Manageress before proceeding or ex*****on of the task.
Carrying out any duties that may arise, or as directed, that are in support of Ahenfie and its various divisions.
OTHER RESPONSIBILITIES
Hotel front desk clerks often have a number of other guest-related responsibilities, including helping with luggage, offering guests advice on local activities, making coffee or snacks, and coordinating housekeeping and room service per client requests.
Front desk clerks typically have additional administrative responsibilities such as maintaining records, making copies, posting signs, filing and answering the telephone.
A pleasant Front Desk Representative to undertake all receptionist and clerical duties at the desk of our main entrance.
You will be the “face” of the company for all visitors and will be responsible for the first impression we make.
The ideal candidate will have a friendly and easy going personality while also being very perceptive and disciplined. You should be able to deal with complaints and give accurate information. A customer-oriented approach is essential.
The goal is to make guests and visitors feel comfortable and valued while on our premises.
Responsibilities
• Keep front desk tidy and presentable with all necessary
material (pens, forms, paper etc.)
• Greet and welcome guests.
• Answer questions and address complaints
• Making reservations via Phone, Email and in Person.
• Direct calls to appropriate department
• Answer all incoming calls and redirect them or keep
messages
• Receive letters, packages etc. and distribute them
• Prepare outgoing mail by drafting correspondence,
securing parcels etc.
• Check, sort and forward emails
• Monitor office supplies and place orders when necessary
• Keep updated records and files
• Take up other duties as assigned (travel arrangements,
schedules etc.)
• Assist guest in rooms should the need arises.
• Assist in other department when the need arises.
OTHER TRAINING
Handling The Telephone – Telephone Etiquette
Face To Face Customer Service – Meet And Greet
First Impression: Image Grooming & Personal Hygiene
Handling Guest Complains And Resolving Queries
Taking Charge – Reporting
Internal Conflict
Teamwork
Performing To Standards
The Importance Of Product Knowledge
Appropriate Guest Communication
How To Be a Professional Guest Service Agent
Performing To Standards
Effective Telephone Etiquette
Reservation Sales Training
Appropriate Guest Communication
Dealing With Difficult Guest Situations
