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Front Desk Agent

  • , United Arab Emirates
  • Unspecified

KEY DUTIES AND RESPONSIBILITIES

Customer

  • Be fully conversant with all hotel facilities and services.
  • To process check-in and check-out according to the hotel policies and procedures.
  • To complete the guest’s registration form and ensure all details are accurately captured.
  • Courteously and promptly handle all reservations enquiries on phone, emails, etc.
  • Act on flags and special requests.
  • Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
  • Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
  • Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
  • Answer queries on house facilities and places of tourist interest.
  • Assure accountability for cash float issued.
  • Maintain confidentiality with regard to guest's personal information.
  • Provide assistance to guests on all matters relating to their stay.
  • Act on any complaint received.

Financial

  • To ensure that the hotel’s credit and payment policy is adhered at all times.
  • Maintain cash float & reconcile daily
  • Follow up payment of in house accounts.

Internal Business Process

  • Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
  • Prepare room discrepancy report and ensure a double checking is made with housekeeping and change of status.
  • Communicate all departures to housekeeping promptly
  • Ensure that all irregularities are reported to your immediate supervisor.
  • Report keys not retrieved or lost to Front Office Manager.

Human Capital

  • Oversee work performance of new CREs when it comes to posting, audit and cash balance reporting.
  • Help train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the front office department.
GENERAL
  • Communicate effectively with all other departments.
  • Attend meetings, training sessions and any other required meeting or training session.
  • Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.
  • Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.
  • Proactively display and embrace the Company’s Values
KEY RESULT AREAS
  • All client requests are acted on and in accordance with service standards.
  • Maintains a professional and organised work environment
  • Guest satisfaction feedback.
  • Accuracy of work, cash handling and financial.
  • Personal presentation and commitment to the company's core values.

PERSONAL CHARACTERISTICS

Education
  • Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable
Experience
  • Previous hotel front desk experience
Technical/ Skills
  • Competent Word, Excel, PowerPoint and hotel PMS
  • Competent Oral and Written English Communication Skills
  • Strong organisational and work co-ordinating skills to handle multiple assignments and projects
Personal Attributes

‘Can do’ attitude and a high level of energy
Self-motivated and able to manage with strong initiative
Professionally groomed
Able to work under pressure and on shift schedule
Adaptable to change
Sense of humour

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