Front Office Host

9 hours ago

Johannesburg, South Africa Hyatt House Hotel Sandton Full time

**Job Title***:Front Office Host

**Job Group **:Front Office Host

**Place of Work **:Front Office/ Concierge/Communication Centre

**Division **:Rooms

**Responsible To **:Front Office Manager
Ass Front Office Manager
Team Leader

**Responsible For**:Efficient & effective operations of the Front Office

**Scope and General Purpose of Job**:
To assist the Front Office Manager/Assistant Front Office Manager to ensure the smooth and efficient operation of the Front Office Department and all related Guest Services, achieving maximum sales and guest satisfaction, and adhering to the standard of service required by the hotel.

**Main Duties**:
**Front Desk Duties**
- To maintain an atmosphere of tranquility and efficiency at the front desk.
- To attend to all guests who approach the Front Desk, immediately, cordially, and with a smile.
- To attend to the Hotel guests in the procedure of registering, inquiries, guest handling, messages, and all related matters.
- To register the guests promptly ensuring that they are provided with all the necessary information.
- To enter all guest folios and relevant data into the computer immediately and accurately.
- To answer the telephone promptly and clearly, ensuring a courteous and friendly manner.
- To make room reservations effectively, efficiently, and as entered properly to the computer.
- To ensure that the V.I.P. Gold Passport, Regency Club, and special request rooms are pre-assigned and that rooms are ready at least 30 minutes prior to the guest's estimated time of arrival.
- To have a sound knowledge of the company's Marketing Programs. i.e., Gold Passport and Private Line.
- To keep daily log book up to date
- To prepare registration cards for the next day's arrivals.
- To be constantly aware of the room situation and to strive to obtain maximum occupancy.
- To always up-sell the suites to achieve or exceed the forecasted average room rate.
- To maintain and update the guest history files on a regular basis.
- To be aware of all hotel activities daily.
- To handle the guest messages and ensure that they are distributed promptly and efficiently as per the departmental procedures.
- To post all charges immediately to the guest folios.
- To handle both individual and group check-out according to the standard procedure.
- To ensure the running of all overnight reports is completed fully and correctly.
- To inform Assistant Managers to welcome VIP, Returning guests, and Gold Passport holder.
- To advise Team Leader - Front Office of any dubious billing matters instruction.
- To be aware of the forged currency and travelers’ cheques.
- To immediately recognize VIPs, Hyatt Gold Passport Members, Courtesy Card holders, and returning guests.
- To check the validity of travel agent vouchers.
- To ensure that all rebates and paid-out vouchers are signed by an Assistant Manager, being conscious to avoid the necessity for rebates.
- To ensure that the hotel's credit policy is adhered to at all times.
- To prepare and balance a cash report and remittance envelope at the end of the shift.
- To be responsible for all issued funds, foreign currencies, and all collections.
- To ensure that all guest/group information and billing instructions received from reception are complete.
- To ensure that all vouchers for rebates, transfers, paid-outs, and corrections are clearly explained and supported.
- To receive and post payments for the settlement of City Ledger accounts.
- To handle payments by credit cards in accordance with prescribed procedures.
- To help in the efforts to avoid late charges and skippers and to inform the Front Office Manager, Assistant Manager - Front Office if they are discovered.
- To assist, if on night duty, in the processing of the Automatic Night Audit Process.
- To operate switchboard at the Front Desk when on duty at night shift and used the correct procedure for handling calls, billing, message handling, wake-up calls, and making overseas calls for guests.
- To arrange vehicle and driver hire limousine and the bookings of travel and tour arrangements.
- To confirm the flight bookings for guests as required.
- To handle the airport representation services according to departmental procedures.
- To handle the paging of the guests in public areas.
- To keep the daily log book up to date.
- To lend adaptors and umbrellas to the hotel guests and keep close track of these items.

**Communication Centre Duties**
- To operate the switchboard in accordance with the department's operation standards.
- To attend to the hotel guest in all communication from inside and outside the hotel.
- To answer telephone calls within three rings at all times, (apologizing if more than three times), clearly and in a most friendly and courteous manner.
- To use the correct procedure for handling calls, including all billing forms, message handling, and the selling of guest services and restaurants in the hotel.
- To ensure that all overseas bookings are recorded accurately, and

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