Ranjith B Ekanayake

· Establish pre-shift and post-shift briefings for all reception employees to ensure that all information is communicated and all problems are resolved, and all employees are aware of the hotel's current promotions and rates.

· Lead, train, and motivate front office staff to provide highest standard customer service and Front Office operations run smoothly.

· Establish and maintain excellent working relationships with all colleagues in the Front Office, paying particular attention to Guest Services and the front desk.

· Communicate effectively with all related departments to ensure smooth service delivery.

· Resolve queries and complaints of guests promptly, efficiently, and with a pleasant attitude.

· Create schedules, assign tasks, and monitor staff performance to ensure smooth operations.

· Assist with guest inquiries, resolve issues in a professional and helpful manner, and handle special requests to enhance guest satisfaction.

· Controls room reservations, allocations, and room changes to optimize occupancy and guest satisfaction.

· Review future reservations, transportation requests, room allocations, and special requests and ensure they are communicated to the reception staff and to other departments as needed.

· Coordinate with housekeeping to ensure clean and well-prepared rooms for in

Coming guests.

· Keep track of guest credits- high balance on a daily basis and notify guests if the balance exceeds.

· Auditing all front desk agents' cashier closures at the end of each shift to ensure accuracy in billing and attachments. Ensure all accounting audit practices meet company and government requirements.

· Contribute to revenue maximization by upselling rooms and promoting hotel amenities.

· Maintain clear and open communication with guests, colleagues, and management to ensure coordination and teamwork.

· Provide ongoing training to front desk team members on customer service, policies, and procedures.

· Stay fully aware of the emergency procedures, Health and Safety Polices and fire and bomb procedures and Handle situations calmly and effectively, following established procedures.

· follow the hotel safety and security policies, Report any incident to the security and to the management

· Ensure VICAS, CID, and DTCM are updated and accurate.

· Conduct regular audits and inspections to ensure adherence to quality standards and service excellence.

· Proficiently use hotel management software, reservation systems, and communication tools to streamline operations.

· Perform any responsibilities and tasks assigned by the duty manager, and build strong relationships with guests, colleagues, and management.

· Greet guests warmly, handle check-ins and check-outs efficiently, and provide necessary information about the hotel's facilities and services.

· Verify guest identification, process payments, and ensure accurate billing.

· Handle last-minute changes, cancellations, and modifications to reservations.

· Provide prompt and accurate responses to guest inquiries, whether in person, over the phone, or via email.

· Assist guests with recommendations for local attractions, dining, and entertainment

· Maintain a neat and organize front desk area, lobby, ensuring all supplies and materials are readily available.

· Manage guest keycard, issue room keys, and coordinate with housekeeping to ensure timely room availability.

· Address guest concerns, complaints, and issues effectively and efficiently, striving for resolution and guest satisfaction.

· Escalate complex matters to the appropriate department or management as needed.

· Communicate important information to guests, such as hotel policies, procedures, and any special events.

· Handle guest requests for additional services or amenities, ensuring prompt fulfillment.

· Handle cash, credit card transactions, and payments accurately by maintaining proper documentation and adhering to financial protocols.

· Balance the cash drawer and complete end-of-shift accounting procedures.

· Collaborate with other departments, such as housekeeping and maintenance, to ensure smooth operations and guest satisfaction.

· Relay guest requests and coordinate services between departments.

· Handle emergency situations calmly and efficiently, contacting appropriate personnel as needed.

· Maintain accurate and up-to-date records of guest interactions, reservations, and room availability.

· Actively engage in upselling to enhance the guest experience and increase revenue.

· Effectively manage multiple tasks, including phone calls, guest requests, while maintaining a professional demeanor.

Property Management system, Prologic

Property Management system ,IDS

Property Management system ,Opera 3 lite