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Front Desk Agent (195557)

Muscat

Full job details

Recruiter
InterContinental Hotels & Resorts - Middle East & Africa
Posted
07/11/2016
Ref
MUS000949
Location
Muscat
Job Type
Front Office
Sector
Hotel
Job Level
Non-Management
 

Are you ready to be a Front Desk Agent at
InterContinental Muscat?

 

What's your passion?
Whether you're into tennis, shopping or karaoke, at IHG we're interested in
YOU. At IHG we employ people who apply the same amount of care and passion to
their jobs as they do their hobbies - people who put our guests at the heart of
everything they do. And we're looking for more people like this to join our
friendly and professional team.

 

JOB LOCATION:

Set on 35 acres of lush
palm gardens between the Hajjar Mountains and the sands of the Gulf Coast, this
five-star resort is located in the heart of the city's residential, government
and diplomatic quarter. The hotel's Palm Beach Club offers six floodlit tennis
courts, a 25-metre olympic size pool, a leisure pool, a kid's pool, a fully
equipped gym, sauna, Jacuzzi and easy access to the beach. Local sites of
interest include the Grand Mosque and Amouage Perfume Factory. 6 meeting rooms. Able to accommodate 400 theatre
style, 200 classroom, 700 reception, 450 banquet. Ballroom dimensions: 21 x 30m
with 4m ceiling height. 630 sq.m - divides into 3. Garden view, easy access
from parking area.

 

JOB ROLE:

FINANCIAL RETURNS

·     Contribute
to hotel revenues – for example: through up-selling guests to different room
categories

·     Maximize
Revenue through booking of Walk In guests at the Front Desk

·     At every
possible opportunity promote the hotel’s other businesses such as Food and
Beverage and Recreation Club, with recommendations and In The Know details to
entice a visit.

PEOPLE

·     Maintain
effective communication with all related departments to ensure a smooth service
delivery

·     Attending
trainings according to the monthly training plan as per business requirements
as well as for own personal development

 

GUEST
EXPERIENCE

·     Demonstrate
service attributes in accordance with industry expectations and company
standards including:

o    Being attentive to Guests.

o    Accurately and promptly fulfilling Guests
requests.

o    Anticipate Guests needs.

o    Maintain a high level of knowledge which
affects the Guest experience.

o    Demonstrating a ‘service’ attitude.

o    Taking appropriate
action to resolve guest complaints.

 

Check In

  • Checks all arrivals
    and ensures that all room blockings are made in accordance to guest/s
    preferences.

  • Prepares the
    registration forms

  • Welcomes and
    register guests at the Front desk and escorts him/her to the room if the
    Guest Relations Agents are unavailable.

  • Explains the
    different facilities of the hotel and the room.

  • Offers further
    assistance like wake up call, bags down and transportation requirements.

  • Attends to guest’s
    queries, requests and complaints and sees to it that these are immediately
    addressed.

  • Updates registration
    cards and sees to it that all information given by the guests are
    accurate, complete and ensures that all important information and
    preferences are noted.
  •  

    Check Out

  • Ensures that all
    charges are accurate prior to presentation of bill to the guest.

  • Sees to it that all
    pertinent discounts, inclusions and other charges are properly applied.

  • Offers bags down and
    transportation service and reminds guest if safety deposit box was used
    and / or emptied.

  • Checks and
    reconfirms mode of settlement.

  • Closes guest's
    charges and checks-out room from the system.

  • Bids the guest a
    fond farewell and offers future booking.

  • Ensures cash
    float/house bank is well accounted for.
  •  

    General
    Duties

  • Answers telephone
    calls promptly and courteously.

  • Notes down guest’s
    concerns and requests and ensures that the same are acted upon
    responsibly.

  • Ensures that he or
    she is updated or well informed of all daily functions.

  • Prints trace report
    and take actions accordingly.

  • Handles reservation
    matters when said section is closed.
  •  

    Occasional
    Duties

  • Handling of currency
    exchange with utmost care and accuracy.

  • Facilitates cash
    advances made by guest and ensure that it is settled immediately and
    necessary surcharge is being applied.

  • Checks room
    discrepancies and determines guest’s actual status.

  • Take moral and legal
    responsibility for conducting themselves in their work so they do not
    expose themselves or others to risk.

  • Read, understand,
    and implement the relevant sections of the FLS Policy.

  • Not intentionally or
    recklessly interfering with anything provided in the interests of safety.

  • Performs other tasks
    assigned by the superiors.

  • Maintains a clean work environment.

  • Complies with hotels health, safety and hygiene policy.
  • RESPONSIBLE BUSINESS

    ·     Train new
    team members on Front Desk procedures

    Perform
    other duties as assigned.

    aCCOUNTABILITY



    Report to Front Office Supervisor or
    delegate.

    Accountability
    is directed by property requirements



    QUALIFICATIONS AND REQUIREMENTS



    Bachelor’s
    degree / higher education qualification / equivalent in Hotel Management/Business
    Administration, plus 1 years of Front Office/Guest Service experience in a
    luxury hotel. Must speak fluent English. Other languages preferred.



    The statements in this job description
    are intended to describe the essential nature and level of work being
    performed. They are not intended to be ALL responsibilities or qualifications
    of the job.



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