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Front Desk Agent

United Arab Emirates - Abu Dhabi

Full job details

Recruiter
Rosewood Abu Dhabi
Posted
22/09/2016
Ref
9397
Location
United Arab Emirates - Abu Dhabi
Job Type
Front Office, Front Office Agent
Sector
Hotel
Job Level
Non-Management
 

OVERVIEW/BASIC FUNCTION:

 

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.

 

 

RESPONSIBILITIES:

 

 

·          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.

 

 

 

 

 

 

 

 

 

QUALIFICATIONS:

 

 

·          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

 

system/computers.

 

 

·          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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