FRONT OFFICE AGENT
The Role:
We are looking for a Front Desk Agent to act proactively towards the guests anticipating and fulfilling their needs, to ensure that guests additional requests are met within the limits set by the Hotel Management, to continuously perform so that all necessary services are diligently offered and to be alert for the safety of all. The ideal candidate must have an excellent sense of hospitality and very good communication skills, able to build and maintain excellent relationships with guests to provide extraordinary 5-star service.
Front Desk Agent's duties & responsibilities:
- Welcomes every guest with a smile and courtesy using a friendly greeting
- Provides the room that meets the needs and the reservation of the guest using the PROTEL
- Registers the arrival of the guest and takes care to obtain all personal information required
- Processes the guest's departure efficiently and without errors
- Executes and handles reservations, according to pre-defined procedures, when the reservation department is not available
- Answers the phone and performs call center duties when necessary
- Responsible for the cash register during his shift and for closing it and handing it over to the next employee at the end of his shift
- He/She is very well informed and is offering his services to guests about reservations in restaurants and other activities and provides any other help or information they may need
- Mediates on behalf of the guests to make reservations for airline tickets, ships, excursions, etc.
- Listens to any guests' comments or complaints with empathy, handles everything he can be effective and refers issues that have not been resolved to his supervisor
- Has excellent knowledge of all services and amenities offered by the hotel, the rooms, the pricing policy, special prices and programs, the credit policy as well as paying and accounting procedures
- He/She is aware of all events and happenings that take place in the hotel, the arrivals of VIPs, groups, etc.
- Uses up-selling & suggestive selling techniques to maximize the revenue from the rooms and promotes the other services and products of the hotel
- Ensures the security of personal data of the guests