Front Office Intern (6 Months, 4 vacancies) – (in English)

SCOPE

The Front Office Intern is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

OVERALL OBJECTIVES

The job of Front Office Internis executed satisfactorily when:

Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski standards.

Upon check in, register guest, and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.

Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.

Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.

Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or if needed refer the matters to the relevant persons to handle. It may be handling messages, dealing with complaints, making a reservation for a tour, a restaurant or transportation, providing directions, confirming flights etc. It may be and not inclusive of issuing a safe deposit box, handling messages, or dealing with complaints.

Welcome, facilitate and bid farewell to as many guests as possible.

Welcome visitors to the hotel, assist with general information, internal promotions, and directions.

Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins, and special requests.

Keep himself/herself informed of product and service knowledge as well as the hotel daily and meeting activities.

Possess a working knowledge of the room reservation procedures and takes reservations and cancellations if required.

Maintain the neatness of his/her working area and replenishes counters with brochures for

guests’ availability.

Upon request, stores guest luggage in the luggage storage room. Handles all luggage with care.

Sell stamps for postcards and letters, send faxes, and make copies etc. for guests.

Keep updated of all information concerning the hotel services and activities, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all

relevant information likely to be of guest’s interest to be able to answer guest requests and questions.

Keep records, deliver, and distribute all incoming and outgoing mails, faxes, messages, and parcel addressed to current or future guests and hotel employees according to hotel procedures.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.