-Check-in and check-out guests in a confident, professional, and friendly manner. Be always present for late night check-ins & weekend check-ins.
Initiate courtesy conversation with guests to ensure he/she is satisfied with accommodations and offer any assistance. Always give your business number to the guest and tell them to communicate as soon as there is an inconvenience.
Communicate services and amenities of the hotel to guests.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Take down: 1. Guest name, 2. Guest address, 3. Room rate, 4. Date of departure, 5. Number of guests in room, and 6. credit card imprint.
Provide Concierge services - fluent knowledge of local restaurants, special events, city attractions, etc.
Assist with reservation calls in a professional manner.
Prepare all next day guest reservations arrivals Check in slips.
Knowledge of hotel documents and licenses. Able to talk to the Police, Fire Department & other gov. institutions.
Keep the front desk as well as lobby areas clean and well organized.
Develop relationships with local service providers and be pro-active in solving problems with TV CABO, EDEL, EPAL, and maintenance team for AC’s, generator and other equipment. Call them ASAP when there is a problem. If the problem is not resolved, go to the responsible institution and do your best until it’s resolved.
Legibly document maintenance needs in front desk log and submit to Manager within the same hour.
Maintain complete knowledge at all times of:
a. all hotel features/services, hours of operation.
b. all room types, numbers, layout, décor, appointments and location.
c. all room rates, special packages and promotions.
d. Expected arrivals/departures.
e. Room availability status for any given day.
Inventory count every Friday of the furniture, kitchen material, remotes, bed sheets, towel, cleaning material, food and report and other equipment
Prepare management reports when requested
Update the calendar on booking.com, expedia.com and other websites and in internal software
Ability to invoice, collect payments, prepare bank slips and deposit (when necessary)
Optimizing the schedule, efficiency of the staff
Prepare appropriate housekeeping reports for next business day. – Laundry and Cleaning
Supervise the staff while they are setting dining room for breakfast, and while they prepare and serve breakfast
Supervise the staff to make sure they clean and store food and beverage items from breakfast
Supervise cleaning of rooms and common areas
Supervise the laundry room and cleaning times
Ability to perform assigned duties with attention to detail, speed, accuracy, follow through, courtesy, cooperativeness and work with minimum supervision.
Ability to satisfactorily communicate in English and Portuguese (speak, read, write) with guests, co-workers and management to their understanding.
Ability to accurately compute and manipulate mathematical calculations.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
Punctuality and regular and reliable attendance.
Impeccable presentation – including wardrobe, hair, nails, etc.
Basic computer skills required.
Being Pro Active whenever there is an issue and handling it in a quick and professional manner.
Position is not limited to only the duties described above, assistance in other areas will be based on request by management when needed