Posted on :
23 Oct, 2018
23 Oct, 2018
The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and quality standards. At all times, he/she must display a professional and positive image of the hotel as he/she plays a crucial role in the creation of the first and last impression the guest receives of the hotel. The incumbent also ensures that up-selling is focused on and executed in order to increase room revenues, shift closing is done properly,a ll Policies and Procedures are supported and followed, Quality Assurance audit results are 85% and above, and CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
Job Title: Management Trainee- Front Office
Kempinski Hotel Gold Coast City
Kempinski Hotel Gold Coast City – Accra is the only five-star luxury hotel offering state of the art meeting facilities and services in the city. Conveniently located in the downtown area and in close proximity to the State House, the Accra International Conference Centre and the National Theatre. The property has 269 luxury rooms (largest room size in Accra), 24 suites, a variety of F&B offerings as well as large conference facilities and the largest SPA in West Africa (opening soon), a perfect mix of categories to meet the needs of both corporate and conference visitors to the country
Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski quality standards.
Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures.
Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float. Answer all guest requests and questions in a friendly and caring manner, whether by telephone, email or in person, provide/receive information and take appropriate actions or if needed refer the matters to the relevant persons to handle. It may be handling messages, dealing with complaints, making a reservation for a tour, a restaurant or transportation, providing directions, confirming flights etc.
Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
Write down messages accurately for our guests and deliver messages in a timely manner. Handle personal wakeup call requests for guests according to our standards and automatic wakeup call requests for group and crew guests.
Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
Perform special projects and related duties as assigned.
Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
Keep yourself informed of product and service knowledge as well as the hotel daily and meeting activities.
Possess a working knowledge of the room reservation procedures and takes reservations and cancellations if required.
Maintain the neatness of his/her working area and replenishes counters with brochures for guests availability.
Upon request, stores guest luggage in the luggage storage room. Handles all luggage with care.
Sell stamps for postcards and letters, send faxes and makes copies etc. for guests.
Stay updated of all information concerning the hotel services and activities, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guest’s interest in order to be able to answer guest requests and questions.
Manage rooms’ inventory to achieve optimum results in Occupancy, Average rate and Revenue, reviewing daily reservations accuracy, rates compliance from segment and source.
Keep records, deliver and distribute all incoming and outgoing mails, faxes, messages and parcel addressed to current or future guests and hotel employees according to hotel procedures.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Desired Skills and Responsibilities
Bachelor Degree in Hospitality Management or related field
1 to 3 years’ experience in customer service position
Ability to work and communicate in a multinational environment
Operational knowledge of front desk operations
Luxury Hotel Experiences
English – excellent oral and written skills
Additional language – beneficial
Luxury Hotel Experiences
Passionate for Food & Beverage
Passionate for European luxury
Good Communication skills
Ability to identify and delegate tasks effectively.
Excellent organisational and time management skills.
Operational knowledge of laundry equipment (washing machine, dry-cleaner, pressing machine)
Knowledge on how to clean different fabric materials
Works in a safe, prudent and organised manner.
Proficiency in Microsoft Office (Word, Excel and PowerPoint)
Knowledge of Opera
Basic knowledge of Micros is a plus