Being accountable to the Marketing and Resort Manager, the Front Desk Head accommodate hotel and lodge clients by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Greet, register, and assign rooms to guests of hotel.
Verifies customers’ credit, and establishes how the customer will pay for the accommodation in case the hotel or the lodge provides credit service.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Supervise and control the reception, registration and room allocation of all guests.
Issue room keys and escort clients to the room or show them the direction.
Keep records of room availability and guests’ accounts, manually or using computers.
Answer telephones, greet clients, respond to inquiries from the clients, and provide information about the company.
Contribute to the security of an organization by helping to monitor the access of clients.
Make the work areas highly visible and designed and furnished to make a good impression and to be very friendly and motivating for clients to enjoy greeting them face-to-face and making them feel comfortable.
Ensure maximum room occupancy in line with agreed policy on over bookings.
Arrange alternative suitable accommodation, for a confirmed or regular guest, if the hotel is fully occupied.
Ensure that the guest list register is updated regularly during the day and that copies are sent to the appropriate sections.
Communicate with reservations and pre-allocate rooms, bearing in mind the preferences of regular and VIP guests.
Carry out any other duties given by the immediate supervisor.