Front Desk Agent

Job Description

Specific Duties and Responsibilities:

1. 1. Ensure to provide prompt, courteous and efficient service to all guest, so as to achieve a high level of costumer satisfaction through personalized service from arrival till departure
   2. Ensure guests are personally greeted by name, if known, and escorted to their room to make them feel expected and welcomed
   3. Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests
   4. Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions  and any allied information to supply information respond to guest queries
   5. Maintains an awareness of rate levels to be sold on a daily basis and the occupancy levels
   6. Accurately administers Front Desk cashiering standards and comply with all laid down systems, policies and procedures

• Receives payments as per established standards adhering to the company credit policy
• Provides currency exchange, process miscellaneous charges and posts charges
• Ensures that bills are on shift are checked and closed correctly before balancing accounts of days business at end of shift according to company standard and policy

1. 1. Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate postings of all incidental charges
   2. Maintains awareness of guest profile through Opera PMS guest history and updates those accordingly for future reference
   3. Deals swiftly, efficiently and sensitively to guest complaints and follows through
   4. Provides helpful, friendly and prompt personalized telephone service to all guests (external and internal)
   5. Maintains an up to date knowledge of all Front Office equipment and how to use these
   6. Actively elicits guest feedback and preferences, regarding hotel services and ensures action is initiated on the same to maximize guest satisfaction
   7. To regularly check the reception is organized, operating with an efficient standard, while checklist are completed and forwarded to the supervisor
   8. Adheres to all company and hotel rules & regulations at all times

2. General Responsibilities

1. 1. Maintains effective communication with all other departments to ensure smooth service delivery
   2. Shares knowledge and skills with other colleagues
   3. Ensures that fellow colleagues follow safety rules and operating procedures
   4. Is aware of all house rules and always conducts himself/herself in such a manner so as to encourage colleagues to do likewise
   5. Maintains a favourable working relationship with all other hotel employees to foster and promote a cooperative and harmonious working climate
   6. To demonstrate pride in the workplace and personal appearance at all times when representing the hotel, therefore identifying a high level of commitment
   7. To promote efficiency, confidence, courtesy and an extremely high standard of social skills
   8. Responsible to take ownership for personal development and to practise regular self assessment on own performance for career growth
2. Occasional Responsibilities
3. 1. To report any equipment failures/problems and pass any maintenance requests to the Maintenance department
   2. To assist the Front Office supervisory positions in any task outlined/detailed and comply with any reasonable request made by the management to the best of your ability
   3. Attend behavioural and vocational training in own and related work areas, to enhance skills and develop multi-functionality
   4. Attend regular On Job & Classroom Training on Front Office techniques and operating systems
   5. Participate in any Training / Development schemes as recommended by senior Management
   6. Performs all duties and responsibilities in a timely and efficient manner in accordance with established Policies & Procedures to achieve the overall objectives of this position
   7. Communicates promptly and efficiently guest complaints and compliments to the Management / Guest Relation
   8. Keeps the immediate supervisor promptly informed of all problems or unusual matters of significance
   9. Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory
   10. Actively involved in promoting and selling companies loyalty program, Food & Beverage events and hotel/company partners
   11. Adheres to the provisions outlined in the Employee Handbook, Disciplinary/Grievance Code and Rules & Regulations
   12. Reduces waste materials and supplies by adhering to the departmental guidelines on re-using and re-cycling
   13. Conserves water & energy by adhering to the environmental / energy conservation checklist for area and participates in activities concerning the protection of the environment
4. Legal Responsibilities
5. 1. Ensure that the standards required by Law and by Management are maintained at all times in the areas specified above.

Qualifications

Additional Information

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus