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Front Desk Agent

United Arab Emirates - Abu Dhabi

Full job details

Rosewood Abu Dhabi
United Arab Emirates - Abu Dhabi
Job Type
Front Office, Front Office Agent
Job Level



Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.






·          Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.



·          Ensure that standards are maintained at a superior level on a daily basis.



·          Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.



·          Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.



·          Maintain positive guest relations at all times.



·          Resolve guest complaints, ensuring guest satisfaction.



·          Monitor and maintain cleanliness, sanitation and organization of assigned work areas.



·          Maintain complete knowledge at all times of:


a.         All hotel features/services, hours of operation.


b.        All room types, numbers, layout, decor, appointments and location.


c.         All room rates, special packages and promotions.


d.        Daily house count and expected arrivals/departures.


e.         Room availability status for any given day.


f.         Scheduled daily group activities / VIP’s.




·          Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.



·          Meet with Supervisor to review daily assignments and priorities.



·          Meet with departing Front Desk Agent to review business status and follow up items.



·          Access all functions of computer system.



·          Set up work station with necessary supplies.



·          Answer department telephone within 3 rings, using correct greeting and telephone etiquette.



·          Promote positive guest relations to all individuals approaching the Front Desk.



·          Process all guest check-ins.



·          Confirm reservation in system and review all noted information.



·          For guests without a reservation, sell a room type agreed upon.



·          Register guest in the computer.



·          Verify reservation information with the guest (departure date, room type).



·          Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.



·          Assign guest room



·          Advice guest of any messages, mail, faxes, etc. received for them.



·          Communicate services and amenities of the hotel to guests.



·          Obtain proper identification for tax exempt guests and attach form to registration card.



·          Direct Bell Person to escort guest and transport their luggage to the room.



·          Maintain guest history files on all guests.



·          Communicate VIP arrivals to designated personnel for escort and delivery of amenities.



·          Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).



·          Handle overbooked or “walked” guests.



·          Accommodate room changes.



·          Document all guest requests, complaints or problems.



·          Take record and relay messages accurately, completely and legibly.



·          Accept and record wake-up call requests; deliver to PBX.



·          Issue safe deposit boxes to guests and ensure security of keys.



·          Distribute all guest and department mail.



·          Monitor, send and distribute guest faxes.



·          Document and confirm reservations and cancellations.



·          Block rooms in computer and follow through on designated requirements.



·          Pre-register designated guests and prepare key packets.



·          Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).



·          Generate, print and distribute daily and weekly reports.



·          Resolve discrepancies on the room status report with Housekeeping.



·          Match the bucket check to in-house guest ledger report; report discrepancies to Manager.



·          Process all check-outs.



·          Resolve any late charges.



·          Present folio to guest and resolve any disputed charges.



·          Settle guest accounts.



·          Retrieve guest room key from guest.



·          Solicit guest comments on their stay.



·          Process express check-outs.



·          Handle requests for late check-outs.



·          Conduct group check-ins/outs.



·          Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.



·          Adhere to all cashiering procedures:


a.         Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.


b.        Make change for guests.


c.         Cash guests' personal checks/travelers checks.


d.        Post charges.


e.         Run closing reports.


f.         Count and secure bank.


g.        Complete designated cashier reports.


h.        Balance receipts.


i.          Drop receipts.



·          Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.



·          All other duties as required.













·          Experience:                         Previous experience as a Front Desk Agent.



·          Education:                          High school diploma.



·          General Skills:                      Must be able to perform job functions with attention to detail, speed and accuracy;


prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.



·          Technical Skills:                   Ability to input and access information in the property management





·          Language:                           Required to speak, read and write English, with fluency in other languages preferred.



·          Physical Requirements:         Must be able to exert physical effort in transporting _____ pounds, endure various


physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.



·          Licenses & Certifications:     None required.




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