Front Desk Officer - Adukrom Akuapim
- Ghana
- Permanent
- Full-time
Ensuring Exceptional Customer Service
▪ Supports property’s standards by delivering exceptional service throughout each customer experience.
▪ Provides services that are above and beyond for customer satisfaction.
▪ Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their stay.
▪ Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the Resort.
▪ Handles guest complaints.
▪ Interacts with guest to obtain feedback on product quality and service levels.
JOB DESCRIPTION
Responsibilities
▪ Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
▪ Register guests collecting necessary information (like contact details and exact dates of their stay).
▪ Assign all guest rooms.
▪ Ensure a smooth check-in and check-out.
▪ Process all payment types such as room charges, cash, checks, debit, or credit.
▪ Process all check-outs including resolving any late and disputed charges.
▪ Provide information about the resort to guest.
▪ Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to HOD.
▪ Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
▪ Respond to clients’ complaints in a timely and professional manner
▪ Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
▪ Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
▪ Upsell/Cross Sell additional facilities and services, when appropriate
▪ Maintain updated records of bookings and payments
▪ Speak with others using clear and professional language; answer telephones using appropriate etiquette.
Additional Responsibilities
▪ Informs and/or updates various stakeholders on relevant information in a timely manner.
▪ Any other as directed by the Front of House Manager.
Building Relationships
▪ Co-worker relationship
▪ Customer relationship
▪ Global Mindset – Support employees and business partners with diverse styles, abilities, motivations, and/ or cultural perspective; utilize differences to drive innovation, engagement and enhance business results; ensures employees are given the opportunity to contribute to their full potentials while generating talent and organizational capability.
Basic Competencies
▪ Basic computer skills
▪ Mathematical reasoning
BusinessGhana