FRONT DESK JOB DESCRIPTION

A. POSITION IDENTIFICATION ( Front Desk )

Job Title                : Front Desk

Department           : Front Office

Job Purpose          : To maximize customer satisfaction by providing an efficient multi-lingual guest contact function that addressed the day to day needs for the hotel’s guest.

B. KEY RESULT AREAS ( Front Desk )

1. 1. Front desk should greet guest on arrival at the resort and conduct check-in and registration procedures.
   2. Front desk should double check villas prior to guest check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
   3. Front desk to implement and maintain guest recognition program.
   4. Front desk should know how to handle guest complains, inquiries, comments, log them and initiate appropriate action and follow up.
   5. Front desk should maintain and up to date files and information on tours sightseeing and points of general interest and make the necessary bookings when requested.
   6. Front desk to conduct inspection of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary. Coordinate with HK department.
   7. Front desk should conduct hotel site inspection when directed.
   8. Front desk to up sell all hotel, spa, optional tours and activities.
   9. Front desk should entertain guests as and when appropriate.
   10. Front desk should assist guest with the billing.
   11. Front desk to ensure that guest check out arrangements are in order, and to bid the guest farewell.
   12. To carry out administrative requirements as directed.
   13. To handle all check out efficiently and professionally within minimum delays based on policy and procedures.
   14. To maintain guest account in a systematic manner to facilitate balancing a shift end.
   15. To handle foreign exchange ensuring that every transaction is noted on appropriate voucher and signed by guest.
   16. Front desk should be alert of foreign currency, traveler’s cheques and expired credit cards and to notify the Front Office Manager.
   17. Front deskto check validity of travel agents vouchers.
   18. Front desk to ensure that hotel’s credit policy is adhere to all times.
   19. Front deTo prepare and balance cash report and remittance envelope at the end of the shift.
   20. Front desk to always ask guest to return keys and Ipod upon settling of account and ensure that the key is returned, the IPOD is work properly and returned to the Resort Host.
   21. Front desk should maintain the Logbook by recording any information and guest comments.

C. GENERAL

1. Front desk should contributes to the morale and team spirit of the hotel by maintaining effective relationship with colleagues.
2. Performs additional duties as directed by supervisors.
3. Make appropriate suggestion and recommendations to supervisors for general improvement of the hotel.
4. Is fully conversant with all health and safety, fire and emergency procedures.
5. Maintains a high standard of personal hygiene, dress, uniform, and body language.
6. Is polite and professional in any situation where the Image or reputation of the hotel is represented.
7. Attends meetings and training as required by supervisors.

D. PERFORMANCE EVALUATION CRITERIA

1. Quantity and nature of guest complaints and feedback.
2. Global and departmental result.
3. Attendance at training sessions.
4. Accuracy of administration and follow up.
   

   Front Desk

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