Main Purpose of The Role: The position is responsible for ensuring exceptional service is provided to guests at all times, making guests feel both welcome and comfortable. Secondary to this, the role is responsible for ensuring the front office premises are safe, clean and comfortable for guests. Key Responsibilities: Provide passionate, knowledgeable and friendly service to external and internal guests at all times Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features Check guests in and out of the Property accurately and in a timely manner Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times Handle guest enquiries and provide information on local attractions - give directions as required Take reservations as required in the absence of the Reservations Manager Answer all telephone calls within three rings in a professional manner according to brand standard Organize and distribute the delivery of guest messages and mail Record guest comments for the information of the Head of Department Set up guest accounts accurately Reconcile cashier floats at the completion of each shift maintaining an accurate float Document all transactions and alterations to accounts Collect payment of accounts and issue receipts accordingly Ensure all guest details are fully updated on PMS system to ensure Property information is correct Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service Read all communication material at the commencement of each shift Ensure special requests are actioned appropriately and in a timely manner Maintain the cleanliness and the presentation of the front desk at all times Communicate with Housekeeping to ensure relevant information is communicated between departments Attend briefings and meetings as required Essential The following competencies have been identified as critical to fulfil the requirements of this role: The ability to work a flexible 7-day roster. Exemplary written and verbal communication skills Well-presented with a natural ability to build rapport both in person and over the telephone Strong focus and passion for hotel operations Ability to deliver excellent customer service Ability to provide prompt and efficient service including upselling advantageous Self-motivated with positive and professional attitude Proven ability to multi-task, work under pressure, and think on your feet Well-presented with a natural ability to build rapport both in person and over the telephone Exemplary written and verbal communication skills An ability to understand and navigate complex stakeholder environments Strong focus and passion for hotel operations Sound understanding of emerging trends in the industry Demonstrated ability to coach, mentor, develop and inspire teams Confident and articulate communication, negotiation, relationship and networking skills Time management skills with the ability to multitask Strong personal integrity Entrepreneurial spirit with drive, ambition and high level of energy Good interpersonal skills with ability to communicate with all levels of team members Flexible and able to embrace and respond effectively to change Referred Skills Previous customer service experience, preferably in a Hotel environment Strong knowledge of computer systems including Microsoft Office and preferably in RMS. Full time position