Position Overview:
The Front Office Staff serves as the first point of contact for guests, responsible for providing exceptional service at the front desk.
Key Responsibilities:
- Welcome guests and assist with check-in and check-out procedures.
- Greet guests warmly as they arrive.
- Verify guest reservations and process payments.
- Provide room keys and explain hotel amenities.
- Answer phone calls and respond to guest inquiries.
- Manage incoming calls promptly and courteously.
- Provide information about hotel services and local attractions.
- Take reservations over the phone as needed.
- Manage reservations and maintain accurate records.
- Update the reservation system with guest information.
- Monitor room availability and pricing.
- Assist in handling cancellations and modifications.
- Handle guest complaints and provide solutions.
- Listen to guest concerns and empathize with their situations.
- Propose solutions or escalate issues to management when necessary.
- Document complaints for future reference and improvement.
- Collaborate with housekeeping and maintenance to ensure guest satisfaction.
- Communicate guest requests for additional services to housekeeping.
- Report maintenance issues to the appropriate department.
- Follow up with guests to ensure their needs are met.
- Maintain the cleanliness and organization of the front desk area.
- Ensure the front desk is tidy and stocked with necessary supplies.
- Organize brochures and promotional materials for guests.
- Regularly check for and remove outdated information.
Requirements:
- Previous experience in customer service or hospitality is preferred.
- Strong communication and organizational skills.
- Proficient in English and Greek; additional languages are a plus.
- Ability to work flexible hours, including weekends and holidays.