Receptionist - Crrowne Plaza Muscat

Job description

Description

About us
Set on a lush clifftop overlooking the turquoise waters of the Gulf of Oman, the dazzling Crowne Plaza Muscat with a panoramic terrace, infinity pool and a private beach is just a 20 mins drive from the International Airport.The hotel features 200 stylish looking rooms offering modern amenities. Our array of F&B outlets feature a buffet restaurant popular for its theme nights and 2 specialty a-la-carte restaurants offering Persian and Italian dishes. Moreover, the Irish style pub – Dukes Bar is well known for the Friday roasts and elaborate portions of juicy meat cuts.You may also choose to re-energize in our cliff club fitness center, challenge your friends or partners to a game of tennis or squash or de-stress in the sauna or steam room with our compliments.The Crowne Plaza Muscat certainly is an ideal and convenient choice for your upcoming stay.
Your day to day
Duties and Responsibilities• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity• Responsible to provide first point of contact and seamless guest journey starting with Check-in, handling guests daily requests including all the front office related touch points ending up with a great farewell experience on check-out• Printing welcome letters for IHG Rewards Club members, and check last minute members• Preparing amenities list, liaise with F&B and HK to ensure rooms are ready prior to guest’s arrival• Merging guests profiles• Pre-Arrival Courtesy Calls, and Pre-Arrival emails• Courtesy calls to ALL in house guests• Follow up on the departure timings for the guests.• liaise with HK and F&B for special guests occasions.• Maintains intimate knowledge of departmental standards and procedures• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation• Assist guests with all inquiries, both hotel and non-hotel related• Conduct effective shift briefings to ensure hotel activities and operational requirements are known• Maintain detailed knowledge of the activities of the day and alert to any potential problems• Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events• Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards• Maintains cashier float and ensures accurate daily report of all money received• Cashes hotel guest’s personal and travellers checks and assists with currency exchange• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.• Attends to guest’s complaints, inquiries and requests, referees problems to Assistant Manager/Hotel Duty Manager if he/she unable to assist• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service• Performs the audit balances and prepares all works for audit in an orderly fashion• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems• Maintains exemplary department standards of behaviour and appearance and attitude as expected in a CP Brand• Be familiar with Guest Heartbeat, ensure that we reach our monthly and yearly target.• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times• Endeavours to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard• Promotes IHG Rewards Club and ensure to reach the enrolment monthly and yearly targets.
What we need from you
Job knowledge· Strive for constant improvement and take responsibility for your own performance · Adhere to InterContinental Hotel Group Corporate Code of Conduct· Adhere to Hotel Handbook and general policies and procedures· Adhere to Front Office Policies and Procedures· Report problems to Management with suggestions for resolution· Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge· Understands how their role fits with others and contributes to the success of business· Understands the hotel’s facilities, products and services· Provides information when requested and promotes hotel’s services, facilities and special events· Implements department procedures and policies as needed. Initiative/judgment· Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments· Communicate well to ensure effective shift hand-overs· Actively participate in organised meetings· Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.· Assist lobby ambassadors to have a clean and tidy lobby. Conduct· Be open to new ideas and make changes in the job and routine as required· Work in line with business requirements · Complete tasks as directed by Management Communications· Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements· Seek feedback on areas of shortfall· Maximize opportunities for self-development