Job Description

Scope and General Purpose of Job:

To play an active hands on role behind the front desk at all times & supervisor of the junior staff in the areas of Front Office. To lead, support and train all staff to ensure that the high standards of guest care are achieved at all times. To be able to handle guest complaints on the spot and find resolutions to their problems.

Key Duties and Responsibilities:

Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to Departure.

Maintains effective communication with all related departments to ensure smooth service delivery.

Maintains good working relationship with all Front Office employees with particular emphasis on Guest Service Agents and Guest Relations.

Supervises all Front Desk employees ensuring guests are received in a professional and friendly manner.

Greets guests on their arrival ensuring they feel expected and welcome.

Ensures that the guest receives the accommodation he/she is expecting.

Maintains an up to date knowledge of hotel and local services and supply information and respond to guest queries.

Deals swiftly, efficiently and sensitively to guest complaints and follows through.

Maintain awareness of guest profiles through the Fidelio guest profile system.

Using Front Office systems, processes accounts from check-in through to check-out, ensuring posting of food & beverage and ancillary charges.

Receives payment by cash, cheque, credit card or account, adhering to company Credit Policy.

Provides currency exchange service.

Balance accounts of day's business day end of shift.

Complies with all laid down systems and procedures.

Records all instances of refused business, with reasons for refusal.

To check all cashiers city ledger bills at the end of shift to ensure that the billing and attachments are correct.

Checks all shift reports with particular reference to Credit Check Report, Routing Instructions Report, Rate Discrepancy report and Housekeeping Discrepancy report.

Maintains an up to date back up report during shift.

Responsible for pre-shift team brief and end of shift handover.

To have a full knowledge of daily, monthly and yearly targets.

Maintains department notice board and ensure that all employees are aware of new issues.

Supervises day to day function ensuring standards are adhered to.

Ensures new employee, re-training and corrective training is carried out.

Responsible for the maintenance and re-organization of SOP manual for the reception.

Ensures high level of presentation by personnel.

Ensures that the Front Office Manager is informed about all the Front Desk developments.

Maintains the reception log book, filing system and stock/stationery.

Ensures all reception employees adhere to all Hotel policies and procedures

Customer Service

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

Being attentive to guests

Accurately and promptly; understanding, anticipating and fulfilling guest requests

Maintain a high level of knowledge which will enhance the guest experience

Demonstrate a service attitude that exceeds expectations

Take appropriate action to resolve guest complaints

Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers by ensuring good inter-departmental relations.

Be able to promote the hotel products and services.

Maintain a high level of product and service knowledge about Ramada Hotel, Abu Dhabi.

Ensure known repeat guests, and other VIP's receive special attention

To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.

Job Types: Full-time, Permanent

Pay: AED2,000.00 - AED2,500.00 per month

Application Deadline: 21/02/2024