Front Office Agent

Customer Service
United Arab Emirates 🇦🇪
November 3, 2023

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Job Description

 

 

The Position

 

To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange and assisting guest with inquiries.

 

KEY ROLES & RESPONSIBILITIES

  • Register and room all guest arrivals according to established procedures

  • Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system

  • Maintain cashier float and ensure accurate daily report of all money received

  • Cash hotel guests’ personal and travelers checks and assist with currency exchange

  • Keep abreast of all modifications to accounting policies and procedures

  • Attend to guests’ request of using the service of safety box at all times

  • Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs

  • Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist

  • Is familiar with other Sofitel properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Sofitel property

  • Ensure that the guests depart the hotel with a positive impression of hotel service

  • Perform the audit balances and prepare all reports for audit in an orderly fashion

  • When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals

  • Maintain comprehensive knowledge of standard reservation procedures

  • Maintain exemplary department standards of behavior and appearance and attitude

  • Ensure front desk work area is kept clean and in an orderly state at all times

  • Is fully aware of the Credit policy

  • Adhere to OH&S policies and procedures

  • Perform related duties and special projects assigned

PERSONAL ATTRIBUTES

  • Strong written and verbal communication skill in English

  • Able to develop rapport with and gain support from Colleagues and Management staff

  • Ability to work cohesively with co-workers as part of a team

  • Ability to focus attention on guest needs, remaining calm and courteous at all times

  • Ability to promote positive relations with all guests and patrons

  • Able to exercise good judgment with difficult guests

  • Understanding and ability to work in a multi-cultural environment

QUALIFICATIONS

  • Post Secondary Education or relevant qualifica

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