NZ Hotel Front Desk Internship – Job/ Position Description

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Below is a typical Front Desk job description for a New Zealand 4 or 5 star hotel.  Please note that this is an example position description and some of the responsibilities included are not pre-requisite to apply for this internship or work placement.  Many of these are expected of you after 3-6 weeks of training or induction on the job.

 

Position Scope

  • To provide guests with the services and facilities they request in a friendly, professional and prompt manner
  • Prepare for and check in all guests on arrival
  • To efficiently and accurately complete all Front Office accounting procedures

Key Accountabilities

  • Focusing on the guest, delivering the correct services and quality of product as requested by the guest in a timely manner
  • Maintaining up to date knowledge on all Hotel events, including Food and Beverage outlet information
  • Following up on guest requests
  • Using the guests name as many times as appropriate and possible
  • Developing professional relationships with all guests

Maintain open communication channels with all departments by:

  • Maintaining professionalism in all interactions
  • Ensuring that all departments are kept informed of all relevant information in a timely manner – including occupancies, arrivals, tours, departure times, VIP guests, room moves
  • Participating in a Department Meetings and daily briefings

Professionally perform the role of Receptionist by:

  • Meeting and greeting all guests on arrival at the Hotel
  • Performing prompt and courteous check in procedures
  • Promptly providing information as requested by guests
  • Consistently exceeding guests expectations by anticipating their needs and delivering service and products as requested

Professionally perform the role of Cashier by:

  • Checking out all guests on departure from the Hotel, in a professional and friendly manner
  • Processing all shift charges to appropriate accounts
  • Accurately completing daily shift balances
  • Accurately completing foreign currency transactions

Professionally perform the role of telephonist by:

  • Answering telephone calls, taking messages, sending faxes in a prompt and professional manner

Professionally perform the role of Reservationists by:

  • Taking, amending and processing reservations in the absence of the Reservations Team

Ensure revenue opportunities are maximised by:

  • Effectively selling, upselling and onselling at appropriate times
  • Having a detailed knowledge of and promoting sales of local business services and tour operators

Ensures that Uniform standards are always beyond reproach by:

  • Being well groomed and maintaining correct uniform standards

Resolves Guest Complaints by:

  • Ensuring all problems/ complaints are resolved and reporting any that are beyond your level of authority to your supervisor or manager

Ensures staff and guest safety at all times by:

  • Reporting any health, safety, security hazards and accidents through the appropriate reporting and action methods
  • Being fully conversant and familiar with company, hotel and department OSH procedures, policies and directives
  • Ensuring a high standard of personal and workplace hygiene
  • Participating in OSH in the workplace – provides input to Departmental H&S initiatives
  • Actively promoting safe work practices within the department
  • Having completed OSH elements of the training plan and competency checklists

Major Challenges

  • Maintaining work standards within the department in times of high workload and pressure as well as slow times
  • Dealing with guest requests and complaints
  • Prioritising workload
  • Maintaining current knowledge on local products and prices
  • Team issues
  • Liaising and communicating with other departments

Decision Making Authority

  • Addressing customer issues
    • Complaints
    • Extra service required
  • Room rates for walk ins
  • Write offs for minibar and disputed charges

Working Relationships

Most Frequent Contacts:

  • Guests
  • Tour operators
  • Corporates/ companies
  • General public
  • Front Office Team
  • Front Office Manager/ Executive Assistant Manager
  • All staff
  • General Manager

It is not the intent of this example job description to cover all aspects of the position but to highlight the most important areas of responsibility.

Apply Now

To apply for a Front Desk internship or graduate placement in New Zealand, you can click through to the How to Apply page. Please ensure you have read the New Zealand Hospitality Internships or the New Zealand Graduate Hospitality page programme details and understand the programme costs before applying.

Enquire Now – have your questions answered by the Hospitality Experts

If you would like further information or have questions to ask, you can fill in the enquiry form on the page below, email your questions to info@hteinternships.com or call +44 (0) 843 289 7089 to have a chat to one of the team.

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