- Responsible for the check-in & check-out of guests
- Creating guest accounts and managing them
- Booking hotel guests' services and managing individual receipts
- Answering the main telephone line
- Secure product knowledge and secure handling of all computer-related work
- Responsible for the independent management of a cash register, the daily cash balance and the deposit of daily income
- Control of guest registration, considering the reporting system
- Regular update of all guest data in the computer system
- Explanation of the equipment of the hotel room
- If required, accompanying guests to their rooms and explaining the furnishings in the hotel room
- Regular participation in department meetings
- Keeping the logbook in relation to guest requests
- Monitoring and maintaining the hotel lobby in terms of cleanliness and tidiness
- Proper receiving and forwarding of mail, phone calls, messages, etc.
- Maintaining and checking the tools and equipment in the work area
- Handling guest feedback, (positive and negative) by adding to the platforms, offering solutions and compensations, if assistance is needed forwarding to Team Leader or Manager
- Forwarding guest complaints to the service manager for follow-up
- Participates in training and constantly develops skills and knowledge
- Responsible for the care and maintenance of the department's facilities and equipment
- Assisting with cost and turnover control
- Taking on other reasonable tasks, also in other operating departments, if necessary for the smooth running of operations
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- odgovornost za prijavu i odjavu gostiju
- kreiranje i upravljanje računima gostiju
- rezervacija hotelskih usluga za goste i upravljanje individualnim računima
- telefonska komunikacija s gostima putem glavne telefonske linije
- poznavanje hotelskih usluga i sigurno rukovanje svim računalnim sustavima
- samostalno upravljanje blagajnom, dnevno usklađivanje gotovine te uplata dnevnih prihoda
- kontrola registracije gostiju u skladu s prijavnim sustavom
- redovito ažuriranje podataka o gostima u računovodstvenom sustavu
- objašnjenje opreme u hotelskim sobama
- po potrebi, pratnja gostiju do njihovih soba i objašnjenje sadržaja u sobama
- redovito sudjelovanje na timskim sastancima
- vođenje zapisnika u vezi s zahtjevima gostiju
- održavanje čistoće i urednosti hotelskog predvorja
- ispravno zaprimanje i prosljeđivanje pošte, telefonskih poziva i poruka
- održavanje i provjera opreme i alata u radnom prostoru
- upravljanje povratnim informacijama gostiju (pozitivnim i negativnim) na platformama, nuditi rješenja i kompenzacije, te uputiti na voditelja tima ili menadžera u slučaju potrebe za dodatnom pomoći
- prosljeđivanje pritužbi gostiju menadžeru usluga na daljnje postupanje
- aktivno sudjelovanje u obukama i kontinuiranom usavršavanju vještina i znanja
- odgovornost za brigu o održavanju opreme i objekata odjela
- pomoć u kontroliranju troškova i prihoda
- obavljanje drugih razmjernih zadataka, uključujući i one u drugim odjelima, kako bi se osigurao nesmetan rad hotela