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Job
Title:
Head Receptionist
Place of
Work:
A hotel
Scope and General
Purpose:
To supervise and control the reception,
registration and room allocation of all guests.
Responsible
to:
Front Office or Front of House Manager
Responsible
for:
Receptionist
Liaises
with:
Housekeeper
Front Office Departments
Limits of
Authority:
To be agreed
Main
Duties:
·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 "with a smile" 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
overbookings.
·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 actioned.
·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.
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