Front Office Intern

Job Description

Job description / Role

The Role:

Front Office Intern

– The Front Office Intern will be dynamic and efficient to serve all guests with a professional, warm and positive attitude. She/he will be the main actor in the check in and check out process, and will be available to provide assistance to all guests.
– The schedule of the Front Office Intern will rotate 24 hours a day.
– Takes reservations over the email, phone, by fax or internet, and handles all associated operations.
– Increases and optimises room sales in line with the brand and hotel\’s sales policy.

Key Deliverables and Responsibilities:

Planning & Organizing:

– The Front Office Intern will be very often the first person that a guest will come to see to look for a service or assistance. The greeting and attitude of the Front Office Intern will influence a lot the opinion that the guest will have of the overall hotel.
– Being at the service of the guest, the first task of the Front Office Intern is to be available at any time for the guest. Greeting with a smile, a warm & positive attitude are essential. The guest has to feel expected and welcome at any time.
– Adheres to the reporting requirement of the Front Office as outlined by the Rooms Division Manager.
– Knows the hotel\’s facilities and services well and takes every opportunity to promote them to all the guests.
– Knows the cities\’ main landmarks and attractions.
– Respects and applies the hotel and brand\’s pricing policies.
– Implements the Revenue Management policy.

Operations:

– Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go. He/she is pro-active in assisting all the guests.
– In the scope of the Front Office, is able to accommodate all the guest\’s requests.
– Contributes to guests\’ sense of wellbeing, establishing a lasting and trusting relationship.
– Handles guests\’ requests for information and provides answers; puts them in contact with the appropriate Heartist if necessary.
– Thanks to his/her special relationship with guests, provides comprehensive personal information on them (customer profile).
– Handles any customer problems as required.
– C/I & C/O: The Front Office Intern will ensure that all C/I and C/O are made in line with the standards established. She/he will be especially attentive on the audit, immigration & guest history issues. She/he will then ensure that the operations handled by her/his own are fully completed and correct.
– Executive Bookings & VIP: The Front Office Intern will be attentive that each VIP guest or Executive booking is ushered immediately.
– Guest requests follow up: The Front Office Intern will be ready to help the guest with any request.
– Handover: At end of shift, the Front Office Intern will clear her/his station and do a full and detailed handover with the following shift. She/he will check in details that her/his cashier report is correct, with all the backups attached.
– Selling / Up-selling: The Front Desk Agent will take every opportunity to sell the hotel facilities and services to the guests.
– Privacy: The Front Office Intern will be attentive to respect the privacy/confidentiality of all the hotel guests.
– Monitors movements in the hotel lobby with discretion.
– Ensures that the lobby remains clean.
– Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team.
– Transforms a request for information into a potential reservation as soon as there is an opportunity.
– Presents the brand and/or Group\’s loyalty programme to customers; adapts the sales pitch to each customer.
– Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior.
– Handles reservations by applying the various step-by-step processes defined by the brand (\”Reser-Vision\”)
– Enters reservation details precisely and correctly using Opera and ResaWEB.
– Ensures that information is passed on to the people concerned.
– Confirms the reservation; takes care over written communication.
– Handles the No Show & Late cancellation report on daily basis and apply charges when applicable.
– Process all the non-refundable deposits and post charges into the PMS.
– Review Booking.com early departure on daily basis and do the proper adjustment on the extranet.
– Rapidly identifies the new customer and modifies the sales pitch accordingly.
– Suggests other Accor hotels to customers if the hotel is full.

Administration:

Immigration records:

– The Front Office Intern will ensure that all the guests who checked in during her/his shift are fully recorded the same day on the accurate immigration reports (CID as per UAE law).
– Replenishes Front Office supplies like stationery used for the operations as often as required and that the circuits of operations are followed strictly.
– Reports quickly any problem or question to her/his supervisor. The Front Desk Agent will read the reception logbook at the beginning of shift, follow up and keep it updated during his/her shift.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

– Ensure proper care of all equipment and furniture entrusted for Heartists use.
– Be well-familiar with the hotel\’s policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel\’s emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
– Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
– Respects and ensures respect of the hotel\’s commitments to the \”Environment Charter\” of Planet 21 program (saving energy, recycling, sorting waste etc).
– Understands and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel\’s policy on Fire, Hygiene, Health and Safety.
– Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
– Does not disclose any financial information or any other information of the Accor Hotels.