IGA Havalimanı İşletmesi A.Ş. Front Office Clerk İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
Position Overview:
Mission Control Crew will be responsible for creating a welcoming first impression and arrival experience for all our guests. Additionally, they will assist guests in answering questions about the hotel, local area and Istanbul, including restaurants, attractions and events. The Mission Control Crew Member will be responsible for, but not limited to greeting all YOTEL guests, and assisting with luggage as needed. All responsibilities shall be carried out in a timely, accurate, and professional manner, in accordance with YOTEL’s core values.
Key Relationships:
- Internal: Mission and Ground Control, Sales, Revenue, Housekeeping, Accounting, Maintenance, IT, Owner Representatives and YOTEL Home Office staff.
- External: YOTEL guests/visitors, other hotel personnel and vendors/suppliers.
Major Duties & Responsibilities:
- Greet and assist all guests entering the hotel, checking in at the Kiosks or Mission Control, and checking or retrieving their luggage.
- Attend pre-shift meeting and be current on all in-house events and citywide attractions.
- Answer guest inquiries about restaurants, entertainment, local attractions, and other activities, in a timely and respectful manner.
- Possess knowledge of the community and area in which the hotel is located to assist guests with information on special events.
- Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
- Maintain strong knowledge of departmental standards and procedures.
- Prevent entrance of unauthorized persons.
- Deliver faxes, messages, packages, laundry/dry cleaning, newspapers, and other items to guests in their guestrooms.
- Perform check-ins and checkouts and room change procedures in a confident, friendly, efficient, courteous and professional manner. Ensure all dates are fully entered into the hotel’s system in accordance with reservation.
- Attend to guest complaints, inquiries, and requests and refer unresolved issues to supervisor or Manager on Duty in a timely manner.
- Escort guests to rooms at check in and check out and inform guests of all hotel services and features.
- Report issues adversely impacting the guest experience or presenting business risk to manager or supervisor.
- Ensure that services are coordinated to provide the best in guest satisfaction by maintaining regular contact with the Cabin Crew Department and Hotel Management.
- Answer all phone calls promptly and knowledgeably, always ensuring to provide complete and accurate information.
- Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
- Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
- Perform audit balances and prepares all work for audit in an orderly fashion.
- Respect the privacy and maintain confidentiality of guest information.
- Maintain comprehensive knowledge of standard reservation procedures, special promotions and packages.
- Perform tasks as assigned by Mission Control Manager or Director of Mission Control.
Skills/Qualifications:
• We are looking for Front Office Clerks to join our vibrant team. You’ll need to live and breathe our values; be smart, honest, efficient, inspiring whilst displaying empathy.
- Ability to work independently with limited support
- Strong verbal and written communication skills; excellent listening skills; ability to comfortably and effectively communicate with people
- Strong ability to track actions and follow through on processes
- Excellent organizational and problem-solving skills; ability to effectively handle problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Proven ability to maintain composure in stressful and high-pressure situations
- Ability to handle sensitive, confidential information discreetly and professionally
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger
- Strong detail orientation; ability to set priorities, multi-task and meet deadlines
- Ability to quickly learn and accurately administer complex processes
- Strong ability to track actions and follow through on processes
- Proven ability to work effectively in an unstructured, fast-paced and constantly changing environment
- Commitment to excellence and continuous improvement
- Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm
- Strong computer skills (proficiency with standard word processing and data analysis applications, such as Microsoft Word and Excel, as well as internet search engines and social media)
- Excellent time management and organizational skills
- Versatility, flexibility, and willingness to work in a constantly changing environment
- At least one-year of recent guest services experience (preferably concierge or front desk) in a 4 to 5-star hotel (and familiarity with the quality and service expectations associated therewith) required.
- Proficiency on Property Manager System (PMS), such as Opera is preferred.
- Uphold the highest standards of YOTEL Istanbul Airport and business culture.
- Maintain a friendly & cohesive work environment with crew, internal departments & guests.
Essential Physical Abilities:
- Endure various physical movements throughout the work areas, such as reaching, bending and stooping.
- Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move packages, and boxes weighing up to 75 lbs. on occasion.
- Ability to stand, walk and/or sit and continuously perform essential job functions.
- Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
- Ability to lift, bend, stoop, push or pull heavy loads weighing up to 50 lbs.
- Repetitive hand motion (typing) for extended periods of time.
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