Reception/Administration coordinator apprentice - Mour Hotel

Reception Duties:

• To ensure that strict security is maintained in respect of all money, keys, guest property, lost property and hotel equipment as per Mour standards
• To ensure that all reservations, registrations and checking in/out duties are carried out to Mour standards (SOP & training)
• To handle reservation duties in line with the correct Standard Operating Procedure
• To assist the Night Team as and when required
• To assist Team leader during the shift as required ensuring smooth running of the Front Desk
• Follow up with guests that the service provided was to their satisfaction
• To address complaints properly and deal with situations as and when they arrive in a sympathetic and professional manner (any problems call Manager on Duty)

Product and service Quality: Swithboard:

• To answer incoming and internal phone calls in a consistent format according to the Mour Standards (Good morning, afternoon, evening Mour / Reception)
• To answer all phone calls within 3 rings to provide efficient and high quality telephone service
• To maintain polite, friendly and courteous telephone manners at all times

Miscellaneous:

• To carry out duties as laid down in the Front Office SOP manual
• To have a comprehensive knowledge of the Front Office computer system (Opera)
• To up sell hotel facilities to guests, and advise of services in the local area
• To carry out general clerical or administrative duties as required by management and reasonable duties for the efficient operation of the hotel
• To ensure cleanliness and tidiness of the front desk at all times
• To be aware of house status and room availability at all times
• To monitor faxes, post and manually written messages to the correct standards

Adminstrations Duties:

• Assistance in the coordination of weddings and Christmas events
• Responding to enquiries, correspondence, collecting and collating pre orders and preparing function sheets for issue to all department