Front Desk Agent

Job Description

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Hotel Brand: InterContinental
Location: Jordan
Hotel: Amman (Jordan) (AMMHA), Islamic College Street, P.O. Box 35014
Job number: 110741

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Job Overview

This is a job in a large full-service, luxury hotel. With a goal to deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new customers.
Under the general guidance and supervision of the Assistant Front Office Manager or delegate and within the limits of established IHG Policies and Procedures and Personnel Manual, provide a welcoming, friendly and professional service to all guests. Promoting hotel services and maximizing revenue whilst maintaining the highest guest expectations.

Duties and responsibilities

Financial:

Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS. Be familiar with all guest rooms to ensure rooms sales are maximized in accordance with selling strategies. Process all cashiering transactions in accordance with Front Office Accounting Standards. Responsible for float and ensure all accounting procedures are adhered to. Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly. Follow all Credit Policy and procedures.

People:

Be involved and contribute at team meetings.

Guest experience:

Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction. Be aware of functions, facilities, promotions and events taking place in the hotel. Receive, process and confirm all reservations whether inbound or outbound. Maintain all documentation as required. Liaise and follow up any actions required for guests. Control and monitor the allocation of rooms. Courteously handle all incoming and outgoing telephone calls for guests and staff Ensure correct billing of all telephone charges to guests and monitor all administration extensions. Process wake-up calls. Maintain guests voice mail system and manual message system. Maintain all additional equipment required for all voice communication. Receive guest enquiries and appropriately handle and log. Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment. Maintain parcel log and follow procedures. Maintain logs for all incoming / outgoing keys. Maintain privacy of guests with reference to room numbers, names, nationality, etc. Weekly safe box inventory. Update guest registration cards, update guest profile. Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy Follow acceptable practices as required by company policy and procedures. Be fully conversant with all hotel emergency procedures.

Qualifications and Requirements”

Education: College Diploma
Languages: English essential.
Qualification Experience: At least two years in a similar capacity