Internship – Front Office

Company Description

How your day looks like

• Actively welcome, greet and check guests in.
• Inform guests with savvy knowledge of hotel, its services, the city, and local happenings.
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up.
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries.
• Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process.
• Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken.
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with MONDRIAN Doha confidentiality standards.
• Ensure the correct procedure and policy standards are adhered to.
• Ensure all necessary supplies are available for the front desk, manage par stock and order supplies.
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
• Encourage up-selling in order to maximize rates.

Work Environment

• Ensure work areas are cleaned and maintained at all times.

Requirements

• Actively welcome, greet and check guests in.
• Inform guests with savvy knowledge of hotel, its services, the city, and local happenings.
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up.
• Differentiate between guest types and handle them in the appropriate manner.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries.
• Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process.
• Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty.
• Ensure guest privacy and security, any confidential guest information is not disclosed.
• Ensure the correct procedure and policy standards are adhered to.
• Ensure all necessary supplies are available for the front desk, manage par stock and order supplies.
• Comply with hotel credit policy as it relates to cash payments, credit card payments, account to company, voucher payment, third party payment, international currency, etc.
• Encourage up-selling in order to maximize rates.