To offer our guests a friendly and efficient service at all times, taking account of the established service standard and management guidelines.

KEY RESPONSIBILITIES 

• Welcome and check in for guests, taking account of the established standards (choice of suitable room, completion of bookings and entry into the computer, handover of the room pass and the key, safeguarding payment, luggage organization).
• Check out of departing guests in accordance with the established standards (drawing up of guests’ bills, processing using the computer system).
• Be fully conversant with the facilities, services and special promotions offered by the Hotel and pass this information on the guest whenever the possibility arises in order to maximized Hotel sales
• Ensure that all charges are correctly posted to the guests bills following the standard procedures
• Deal with cash, cheque and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately
• Whenever possible to anticipate guest’s needs, to be aware of all written and spoken request, to carry out these requests in a courteous and helpful manner.
• Be fully conversant and able to operate the Hotels front office systems
• Obtain all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and to be completed and special events.
• Cooperate with Team Members from all departments, in particular Housekeeping, Accounting and Reservations.
• Be available for guests at all times as a point of contact and co-responsibility for appropriate treatment of guest complaints, passing on and documenting such complaints.
• Have thorough knowledge of the hotel installations and service offers.
• Ensure tidiness and cleanliness of the reception area.
• Maintain appropriate dress code and grooming standard at all times
• Responsible for the cash inventory allocated to her/him, i.e. daily check, declaring shortfalls, and separate calculation of tips.
• Carry out correct cashing up and adjustment of errors.
• Daily checks on the credit limit list in agreement with the Resort Assistant Manager
• Carry out administrative tasks and business centre activities
• Ensure the float handed over is checked and correct To carry out all the activities falling under the Guest Services Department as per established hotel standards and procedures.
• Greet VIP guests personally & insure that all VIPs receive a speedy, efficient check-in and check out.
• To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• To ensure IHG Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Inspects all VIP rooms prior to arrival
• Oversee maintenance of efficient repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Perform such functions as to include:

-Attending to special requests by guests

-Develop guest telephone contact systems

• Handling of direct inquiries relating to the organization of weddings/ anniversaries/ birthdays at the hotel or outside the hotel premises, from in-house guests
• Coordination of general arrangements (e.g. location set-up) for any special events/ functions (e.g. weddings) organized at the hotel or outside the hotel premises, with all HODs concerned; and act as liaison between the hotel, the guests and any outside parties involved e.g. the professional photographer   
• Personally greet client prior to the onset of the function and, if needed, is present throughout the function to assist. Periodically check with client to ensure satisfaction with the function and to respond to additional requests. Notifies client of departure when leaving event site.
• Follow-up with client after event including personal call to assure that all was satisfactory, that they were properly treated, and to thank them again.
• Respect established/ agreed time parameters in service, and provide a professional, discreet and personalized service at all times to all guests (internal- hotel team member, & external) and visitors. Ensures guests’/ visitors’ satisfaction at all times
• To ensure that all operating equipments used under the Guest Services Section are in good working conditions at all times, and report any damages to immediate superior
• Communicate with the Resort Assistant Manager on day-to-day matters through incident logbook.
• To keep accurate records of tasks and duties performed everyday, in the respective books.
• Perform any duties and tasks entrusted to you by InterContinental Mauritius within the framework of your band category, according to your skills and competencies.