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.