Front Stage Agent / Front Office Agent

Job Description

The main point of contact for the guests upon arrival until their departure and to handle all enquiries throughout their stay in a friendly and effective manner.

DUTIES / RESPONSIBILITIES
• Comprehensive knowledge of the Hotel, including all departments, services and outlets.
• Provide a warm welcome to all guests on arrival.
• Take payment from guests on departure and close their bills accurately.
• Ensure that the Front Stage/Guest Services Desk is manned at all times, as well as operationally prepared and stocked with all required items.
• Update all information given by guests on the Registration Card on check-in into Opera, making sure that all required information has been provided.
• File all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checks.
• Carry out a Routing Instruction Report regularly and ensure that all required back-up is attached to the Registration Cards neatly.
• Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times.
• Assist with escorting guests to their rooms on arrival, explaining all the features and facilities.
• Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.
• Carry out cashiering duties like foreign currency exchange, paid-outs, etc.
• Close the individual cashier audit at the end of each shift, ensuring that all details balance.
• Maintain a cash float and take full responsibility for it, ensuring that it is balanced at all times.
• Minimize rebates and ensure that they all have sufficient justification, back-up and signatures.
• Perform any related duties and special projects as requested by Management.