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Friday, 11 December 2015

Front of House Officer

Posted By on Friday, December 11, 2015

Job Vacancy: Front of House Officer
Location: Discover Rwanda Gisenyi Beach
REPORTING TO: General Manager
CLASSIFICATION: Probation, followed by performance review and fixed term contract.   


The Front of House Officer (FOHO) attends to guests courteously and deals promptly with their requests and queries. They have detailed information about the hotel and city, they check on VIP guest movements, complete their pre-registration formalities. Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps (if required).

The FOHO develops and delivers guided, daily, half-day tours of the city and its important, picturesque and historical landmarks and provides information about them. The FOHO organises with the General Manager, a weekly entertainment schedule for the hotel and organises it working with their colleagues.
Serves as the guest's liaison for both hotel and non-hotel services. Functions are an extension of front desk agent duties. Assists the guest- regardless of whether inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. Knows how to provide concise and accurate directions. Makes reservations and obtains tickets for flights, the theatre, or special events.

-    Cover the duties of the general manager when he is on leave or having his day off
-    Maintains a detailed knowledge about the hotel's services and hours of operations.
-    Maintains a detailed knowledge of all guests in house and those arriving + their requirements
-    Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
-    Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
-    Welcome & greeting guests during check-in and giving a fond farewell to guest while checkout.
-    Handling guest complaints and concerns in an efficient and timely manner.
-    Overseeing VIP guests, arrivals and departures and checking on them from time to time to ensure they are satisfied
-    Coordinating and multi-tasking job duties in a busy environment.
-    Should possess detailed information about the Hotel, city as well as the competition.
-    Providing excellent customer service as per hotel standards.
-    Providing information regarding the Hotel, town attractions, activities – starting with the hostels own - such as tours, movie night etc.
-    Allocate rooms to all arriving guests.
-    Maintain up-to date information on room rates, current promotions, offers and packages
-    Promote the use of the hotel to corporates for various events they wish to hold – retreats, conferences, customer days etc.
-    Perform reception duties two days per week – on an arranged schedule with the General Manager – ensuring the PMS is correctly updated and guests are charged correctly.

-    Ensure the reception has an up-to-date folder of all check-ins and check-outs
-    Co-ordinate with housekeeping for clearing of rooms as necessary and obtain a report from them on what they have cleaned.
-    Collect Guest feedback during guest departure along with his likes and dislikes.
-    Perform basic cashier activities as and when required.
-    Maintain guest lockers for safe custody.
-    Follow the house rules and policies laid down by the management.
-    Gather or make financial and Inventory reports and provide them to the General Manager
-    Report weekly activities to the manager not later than Saturday of each week.

Education: Minimum College/University Degree in related field.
Language: Must speak, read. Write, and understand the primary languages used in the workplace – English, Kinyarwanda and French. Must be able to speak and understand the primary language used by the guests who visits the hotel (same as above).
Conduct/Values: His/her behaviour and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel. He/she will strive to use a polite language and well-groomed behaviour in his/her relation with the Hotel guests, colleagues and staff.

-    Minimum one year of hotel front desk supervisory experience,
-    Experience on cash reporting and management, accounting procedures, and general administrative tasks.
-    Must be able to work shifts - days, evenings, weekends and holidays.
-    Ability to relate well to Hotel guests and employees.
-    Professional in demeanour and presentation.
-    Personable, enthusiastic, self-motivated and able to work independently.
-    Observant, discriminating and detail-oriented
-    Ability to understand and carry out oral and written instructions and request clarification when needed.
-    Strong interpersonal and organizational skills.
-    Able to work morning, evening, weekend, holiday, and overnight shifts
-    Ability to speak more than one language is preferable

Send your CV and application letter, to

All applications must be received before 09:00AM on 28/12/2015

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