Front Desk Agent Full Time

Job Purpose:

Under the general guidance of the Front Office Manager and/or Assistant Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.




Essential Duties & Functions

• Actively welcome, greet and check guests in
• Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in hotel specific recording process
• Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Fairmont confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times

Qualifications

• Proficiency in English (verbal and written), a second language an asset.
• Prior experience working as Receptionist or in Front Office in a reputed hotel in UAE and knowledge in Opera or a related system
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment