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 #J-18808-Ljbffr