Front Office Receptionist

POSITION SUMMARY:

Receptionist, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Manila in accordance with departmental set service standards.

PRIMARY RESPONSIBILITIES:

• Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room and confirming and executing account payment in accordance with established credit procedures.  This includes ensuring that floats balance at the completion of each shift.
• Maintains a complete knowledge of Hotel's features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• Contributes to the maximization of revenue within City of Dreams Manila by "upselling" rooms where appropriate to guests.
• Looks for opportunities to sell and upsell the Hotel's limo and other transportation services to our guests.
• Exhibits exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood. 
• Remains able to focus attention on details and guest needs, remaining calm, courteous and warm.
• Establishes and promotes positive relationships with guests to delight and gain loyalty.
• Recognizes repeat guests upon arrival, using name recognition when possible.
• Ensures quality standards and procedures are followed for VIP guests.
• Updates guest information and profile details for all guests.
• Ensures the property of guests is secure by informing them of Safety Deposit Box facilities located within guest rooms.
• Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest.
• Obtains feedback from guests to improve services and facilities.
• Takes reservation from guests over desk and take after-hours reservations when required.
• Ensures manual operating procedures are implemented and understood during Opera downtime.
• Cooperates and coordinates with colleagues whenever necessary and maintains good relationships with colleagues and contributes to team spirit.
• Attends daily briefings and ensure pass-on information is seamless.
• Attends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities.
• Adheres to and complies with all the Company's policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times.
• Ensures and maintains confidentiality of all guest's information and pertinent hotel data.
• Reports accidents, injuries and unsafe work conditions to supervisors.
• Looks out for any person behaving in a suspicious manner and informs Security accordingly.
• Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and / or limited per Hotel's Emergency Procedures.
• Participates in the Company's Corporate Social Responsibility program.
• Reduces waste materials and supplies by adhering to the Company's guideline on re-using and recycling.
• Conserves water and energy when possible.
• Ensures work area is clean and neat at all times including the proper maintenance of all equipment needed to perform your daily tasks.
• Ensures timely reporting of malfunctioning or maintenance deficiencies to appropriate area.
• Identifies best practices to be implemented in your own work area as well as throughout the hotel.
• Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues.
• Performs other reasonable job duties as assigned by supervisors from time to time.

QUALIFICATIONS:

Experience

• 1 year of Receptionist experience in a 5 star luxury hotel is preferred.
• Have a working knowledge of OPERA (PMS), Excel, and Word. 

Education

• College graduate or equivalent professional training

Skills / Competencies

• Basic typing skills and able to input and access data in the computer
• Fluent in both written and spoken English

Other Attributes

• Ability to stand and/or walk for an extended period of time during the shift
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Ability to work on overtime when needed