General Key Responsibilities



The Front Desk Executive is responsible for the following:

Act as the first point of contact for guests and employees
Provide excellent customer service delivery to clients.
Responsible for maintaining sanitation and orderliness of the company reception area at all times.
Deal with all enquiries in a professional and courteous manner, in person and on the telephone.
Receive In-coming mails/correspondence, registration of such documents and redirecting it to the appropriate staff.
Maintain staff attendance register.
Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.
Conduct basic security checks throughout the day and report concerns to the OPM
Report any maintenance issues immediately to the GM including all furniture, fittings and equipment around the reception area.
Adhere to instructions given by management and ensure that all policies regarding office support and administration are adhered to.
Oversee all admin related procurements i.e. stationeries, provisions etc.
Update appointment calendars and schedule follow-up appointments.
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognized and operate with a sales attitude and promotes the hotel brand’s loyalty scheme
Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities to customers and walk-in guests.
Comply with departmental objectives, work schedules, budgets, policies, and procedures
Maintain a professional and smart appearance at all times
Have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all other departments
Monitor staffing levels to meet cover business demands
Escalate staff performance issues to FDM
Comply with security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Maintain front desk office supplies and equipment.
Manage budgets, records, and contracts.
Maintain proper overtime sheet
Assist with other departments, as necessary
Efficiently perform front desk activities including bookings, appointments, phone calls, and emails.
Perform administrative duties such as filing and updating records
Update all property listings to reflect current occupancy status.
Respond to customer inquiries, residents’ needs and complaints, ensuring timely resolution for all.
Process invoices, receipts and updates on all electronic platforms and software.
Send in timelyreports.
Conduct daily drills with housekeeping, laundry and other units and ensure proper conduct and compliance of staff.
Disbursement of cash for petty expenditures and proper recording.
Daily reporting on revenue and occupancy status to your line Manager via mail.

Measures of success



Your Success Will Be Measured By

Absence of errors in Invoices and bookings
Ability to generate positive reviews from residents.
Efficient use of departmental resources.
Response/turnaround time on Email, Airbnb and Expedia platforms.
Absence of missed calls on the business telephone line.
Timely update of reservation calendar schedule.
Compliance to SOP.

Qualifications

Applicants must have a Post-secondary Degree (OND, B.Sc or equivalent required)
0 – 2 years of previous experience working in customer service role or the hospitality industry
Strong guest-focused and ownership mentality
Attention to detail
Possess excellent leadership skills, communication skills, and multitasking skills
Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.
Knowledge of one or more additional/foreign languages is preferred.