Job Description
Grands Suites Hotel, Residences and Spa (Grands) is proud to offer comfort to its guests without compromising on style and exceptional client services. This is where we foster a workplace that is engaging, cohesive, passionate and professional. In your role, you will not only excel in your department but also contribute to your personal growth and the overarching success of our brand. We offer comprehensive support for professional development, ensuring that your journey with us is both rewarding and fulfilling. With Grands you can truly make a difference, for our guests and for yourself.
Job Summary
The Hotel Night Receptionist, positioned at the frontline of hotel operations, plays a crucial role in ensuring a pleasant and seamless experience for guests, specifically during the night.
Duties and Responsibilities
- Greeting and welcoming guests and hotel visitors with a smile, acting as the first point of contact for guests and offering a warm welcome.
- Handling guest check-ins and check-outs efficiently, including managing reservations, issuing access cards, and providing room assignments.
- Addressing guest queries and concerns and providing accurate information about hotel services, facilities, and local attractions.
- Answering internal and external calls promptly and diverting them to different departments, as required.
- Booking reservations and replying to reservation inquiries of guests via the phone in the absence of the reservation agents.
- Ensuring that all guests are well informed about the property facilities and services and relevant opening times.
- Serving as a liaison between guests and other hotel departments (like housekeeping or maintenance) to fulfil guest requests and resolve issues.
- Making sure the lobby is neat and tidy.
- Performing duties such as managing bookings, preparing bills, and handling payments. Maintaining accurate records of guest accounts and bookings.
- Ensuring accurate and timely handover is given to the following shift/s.
- Logging all guest complaints to the GES.
- Counting cash float and handing cash float over to the next shift.
- Dealing with emergencies or unexpected situations, such as booking errors or guest complaints, in a calm and professional manner. Informing the duty manager about guest complaints when you require assistance to resolve them.
- Promoting additional hotel services or upgrades when appropriate, enhancing guest experiences and contributing to the hotel’s revenue.
- Attending work punctually, in complete uniform and well groomed.
- Ensuring all departures and arrivals are prepared for the next day.
- Closing night audits / reports during night shifts.
- Ensuring all reports are prepared and given to specific departments (for example, F&B Report & HSK Report).
- Ensuring virtual credit cards are charged accordingly and coordinating with the reservations department regarding any credit cards that have not been charged.
- Ensuring that all transportation and early morning requests are prepared.
Required Skills and Competencies:
- Previous experience in customer service, sales, or a related field will be considered an asset.
- Excellent communication and customer service skills.
- Possess a strong focus on customer satisfaction, with the ability to maintain patience and professionalism under pressure.
- Attention to detail and precision in handling bookings, billing, and guest information.
- Excellent organisational abilities.
- Proficient in reservations software and Microsoft Office applications.
- Multilingual abilities will be considered an asset.
- Friendly and patient and able to handle stressful situations.
- Working night shifts, including weekends, and holidays, as the hotel operates round the clock.
- Capable of working on own initiative and in a dynamic and fast-paced environment.
- Be capable of using MS Word / Excel / Projects and the MS Office package.
- Be a problem solver.
- Knowledge of Opera software will be considered an asset.
