The Front Desk Agent is responsible for all systems and procedures connected with Front Desk - Check in, Check Out, Resort Information, Cashiering, Luggage Handling, and other related Front Office duties. You will at all times project an image of courteousness and hospitality whilst dealing with guests and fellow colleagues. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. The Front Desk Agent operates under the general direction of the Front Desk Manager, and within the limits of established hotel policies and procedures.
Key Duties and Responsibilities Development
Carries out any assigned task with honesty, transparency, and integrity
Maintain polite and professional interpersonal relationship with both colleagues and guests
Demonstrate ability to communicate effectively
Ensure interdepartmental communication to provide a top-notch service and recognition, always announcing to the respective outlets the guests' whereabouts
Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
Conduct and participate in team meetings and induction of new employees
Attend all pre-shift briefings under the supervision of a departmental leader.
Actively participate in the workflow sequence and complete allocated tasks accurately
Product
Act as the One&Only brand Ambassador always.
Adhere of company ethics & antibribery policies
Understand, instill, and live the Company Philosophy
Ensure compliance with all brand standards, OO markers, quality standards, and SOP.
Ensure strict adherence to company processes when dealing with cashiering functions, while maintaining the highest level of guest satisfaction.
Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
Demonstrate an ability to maintain confidentiality and privacy
Operations
Able to drive and support revenue generation by following the upselling program that is available.
Be diligent in keeping the PMS system accurate and relevant at all times.
Ensure all processes and procedures are followed with guests' arrival and departure.
Must be able to update computer systems with relevant information obtained from guests.
Ensure strict adherence to policy when taking payments for accommodation and incidentals.
Complete refund process in accordance with hotel protocols.
Be able to perform room moves and upgrades on the PMS System.
LQA standards to become part of your daily routine.
Handling foreign currency exchanges.
Perform a comprehensive pit check, Credit Limit checks and all other financial processes daily to ensure full compliance.
Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage.
Answering questions about facilities in the hotel and the surrounding area
Dealing with complaints or problems and escalating to a Manager on Duty when necessary.
Be able to communicate telephonically and to provide callers with requested information.
Relay and route written and verbal messages
Handle room reservation requests after office hours
Assist with customer service enquiries
Ensure the filing of customer bills - docket and correspondence management - Guest Pits
As required or requested by the leader on duty, assist with or accept other responsibilities in the office
Is responsible for their own cash floats and cash handling
Ability to effectively use the following operating systems: OPERA, ALICE, SAGA; ReviewPro - Guest Messaging Hub
Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest's satisfaction
Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
PPE (Personal Protective Equipment) provided by the Resort must always be used
Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
Use the communications tools as per the standard of communication established by the Resort
Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
Adheres to all current and any additional organizational policies and standards
Adhere to the tasks delegated by Supervisor / Manager
Support the Hosts were required
Skills, Experience & Educational Requirements
Minimum of 2 Years working experience at 5-star establishment
Diploma / Degree in Hospitality / Travel & Tourism desirable
Fluent in English / Multi-lingual a plus.
Good communication skills
Must be computer literate
Proficiency on Microsoft office, Outlook and Opera is required
Excellent Guest Relations skills
Can do attitude
Must be able to multi-task
Must respect privacy and confidentiality
Must have an understanding of health and safety protocols
Knowledge and adherence to hotel's policy and procedures