POSITION:FRONT DESK AGENT
DEPARTMENT:Front Office
REPORTS TO:Front Office Supervisor
DIRECT REPORTS:On the Job Trainee
LIASE WITH:All Front Office Team Members, Housekeeping, Engineering, Guests, External and Internal Providers
PRIMARY FUNCTION:Assist guests in all Front Office-related functions in an efficient, courteous and professional manner that maintains high standards of service and hospitality.
KEY DUTIES AND ACCOUNTABILITIES
- Registers guests and assigns rooms, accommodates special requests whenever possible.
- Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
- Understands room status and room status tracking.
- Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
- Thoroughly understands and adheres to proper credit, checks cashing, travelers, and cash-handling policies and procedures.
- Secure payment; verify and adjust billing.
- Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change, transfers guests’ balances to other accounts as required.
- Complete designated cashier and closing reports in the computer system/OPERA.
- Identify and explain room features to guests.
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
- Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
- Run and review daily reports/logs.
- Accept and record wake-up call requests and deliver to appropriate department.
- Notify Loss Prevention/Security of any guest reports of theft or any unusual occurrences to immediate supervisor and/or designated Manager.
- Uses proper telephone etiquettes.
- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
- Possesses a working knowledge of reservation department, takes same day reservation and future reservation when necessary. Knows cancellation procedures.
- Print contingency lists to have a record of all guests in case of emergency.
- Performs any other duties as assigned to her/him by management and assist other departments, as necessary
Additional Responsibilities - Provides information to managers, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluates results to choose the best solution and solve problems.
- Brings issues to the attention of the immediate supervisor, department manager and Human Resources as necessary.
- Attends and participates in all pertinent meetings.
- Implements & control the policies and regulation related to staff Health & Safety, Grooming, Service & Hygiene.
Experience, Education & Competencies
- Diploma in Hotel Management or Tourism or any equivalent
- Minimum of 2 years experiences in a similar role and/or experience in any customer-focused related in the Hotel industry.
- Knowledge of OPERA PMS system, Excel and Words strongly preferred
- Extensive knowledge of Front Desk policies and procedures
- Professional in presentation and demeanour.
- Positive attitude and good communication skills both written and verbal
- Commitment to delivering a high level of customer service
- Ability to work on your own or part of a team.
