Company Description
Mövenpick Hotels & Resorts (MH&R) is in the "moments" business. We're intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.
It doesn't take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.
We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.
Job Description
Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
Announce VIP rooms to Housekeeping and F&B departments.
Ensure VIP rooms are ready, checked and all in order prior to arrival.
Attend management morning briefing if needed/requested.
Take responsibility for your shift & handle situations, ensuring that the reception team on shift is looked after and helped if needed.
Register and process check-in for all arrivals.
Conduct daily briefing & ensure IQ standard is followed.
Perform Check-in & Check-Out at the reception.
Be part of & lead in the success of Circle M enrolment and assist in achieving the hotel target.
Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve the monthly target.
Check online comments (Tripadvisor, Booking.com etc.) and investigate issues, then report to the manager.
Ensure guest comments are investigated and reply back to guests accordingly.
Assist in achieving TrustYou targets.
Attend to guest requests and take action accordingly.
Handle guest complaints and take action immediately to ensure satisfaction is delivered.
Assist Hotel Manager on Duty when/if required.
Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests' departure.
Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed.
Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times.
Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
Handle issuance of guest room key cards and ensure effective control for guest security.
Check Paymaster daily and give feedback to RDM with action taken.
Encourage rooms & breakfast upselling daily to the team and share results and feedback.
Check hotel situation, occupancy, functions, groups, MIPs.
File daily reception reports and documents systematically.
Give proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training.
Maintain daily courtesy call sheet and share feedback/action with the manager.
Attend Credit meetings when requested.
Attend Revenue meetings when requested.
At the end of the shift or the day, communicate all information that the next shift has to know for the well-running of the operations.
Co-ordinate and share information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
Effectively handle all guest complaints concerning the Front Office in coordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informing the General Manager.
Other duties as assigned.
Perform duties in a manner that respects Mövenpick Hotels & Resorts' Core Behaviours which are Trust, Relationship, Entrepreneurship, and Drive.
Assist in Task Force Teams for new openings.
Carry out any other reasonable task (which may not be stated here) as requested.
Attend and chair the daily briefings.
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