Job Description

Summary PROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT . Provides courteous service to customers by operating the switchboard according to standards . Communicates clearly and courteously as per hotel standards. . Demonstrates fluency in the use of

Summary PROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT . Provides courteous service to customers by operating the switchboard according to standards . Communicates clearly and courteously as per hotel standards. . Demonstrates fluency in the use of equipment . Transfers incoming calls promptly to the appropriate extension . Assists customers make long distance calls by instructing them on the appropriate procedures and/or placing calls for them . Responds to customer questions regarding the hotel, in-house facilities and local events . Provides courteous, prompt and accurate inter-hotel communications to staff and customers . Takes and delivers accurate and complete messages . Ensures customer is awakened as requested by accepting, recording and executing wake-up calls . Follows established hotel security and safety policies as required . Prepares lists and reports as requested . Checks the daily arrival list KNOWLEDGE OF FRONT OFFICE TECHNOLOGY . Is fully conversant with the hotel reservation system . Is able to operate switchboard, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment SECURITY, HEALTH AND SAFETY . Ensures that guest details are not disclosed . Maintains high confidentiality in regards to guest privacy . Reports any suspicious behaviour of guests and staff to the AFOM, and Security . Notifies Security and Housekeeping Manager regarding lost and found objects . Ensures that all potential and real hazards are reported appropriately immediately . Fully understands the hotel\'s fire, emergency, and bomb procedures . Follows emergency procedures to provide for the security and safety of guests and employees . Works in a safe manner that does not harm or injure self or others . Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations . Anticipates possible and probable hazards and conditions and notifies AFOM. . Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct MISCELLANEOUS . Stays current with developments in the hotel by reviewing the communication log book each shift updates log book for next shift . Keeps logbook for the telephone function, and updates log book for next shift . Is aware of current room availability . Is fully aware of current hotel promotions . Knows the names of key people within hotel. . Communicates effectively with customers, colleagues, and supervisors . Demonstrates teamwork by co-operating and assisting Front Office as needed . Uses the ABC approach to respond to negative comments and complaints and transfers complaints to the appropriate manager . Accepts flexible work schedule necessary for uninterrupted service to hotel guests . Maintains own working area, and materials clean, tidy and in good shape reports defective materials and equipment to the AFOM. . Continuously seeks to endeavour professionalism in own job function . Knows: - Hotel fire, bomb and emergency procedures - Hotel health and safety policies and procedures - Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights) - Hotel and corporate marketing and promotional programs - Corporate clients and clients generating high business volume Qualifications Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 1 year work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.

Monster