Front Desk Agent

TASKS, DUTIES AND RESPONSIBILITIES PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS Receives guests in a friendly and efficient manner. Up sells rooms to optimise revenue and achieve a high average room rate. Checks the daily arrival list / Departure list. Follows-up and verifies arrivals by updating registration cards in regard to spelling of guest’s name, address and method of payment. Allocates rooms and issues appropriate keys. Welcomes customers to the hotel. Meets and responds to customer requests for information about the hotel and its surroundings. Arranges for special services requested by the customer. Stays current with developments in the hotel by reviewing the communication logbook each shift, updates logbook for next shift. Arranges fulfilment of customer services by working with Operators, Bell Staff, Maintenance, Housekeeping, Reservations. Follow up and ensure backups for complimentary & upgrade rooms are in place. Handles incoming guest room reservations after office hours. The Front Office agent is aware, always, of current room status and room availability. The Front Office agent is fully aware of Jood Hotel Apartments service concepts. The Front Office agent is fully aware of, and knows how to handle, all current and future hotel promotions. Utilises yield management to maximise room revenue. Minimises loss of revenue by adhering to all established credit procedures. Ensures all guests establish credit upon check-in. Monitors customer accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information. Improves timeliness of cash flow by adhering to established credit and inventory control procedures. Receives proper approval codes for credit card paying customers. Identifies and records special billing instructions and notifies accounting and Front Office Manager. Communicates effectively with guests, colleagues, and supervisors. Demonstrates teamwork by co-operating and assisting colleagues as needed. Handles difficult situations in a professional manner. Keeps effective guest key control. Ensures that guest mail and messages are delivered promptly. Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests. Issues safety deposit boxes to guests upon request and controls the same. Uses the ABC antecedent (A), behaviour (B) and consequence (C) approach to respond to negative comments and complaints; and notifies Front Office Manager immediately for appropriate follow-up. Adheres to walk-in minimum deposit procedures as per mandatory accounting policies. Records wake-up calls given at the counter and endorses them to the Telephone Operators and verifies wake-up call sheet before shift end. Communicates to the Manager on shift immediately on Sleep-out no luggage. Always comply with CID Procedure.   KNOWLEDGE OF FRONT OFFICE TECHNOLOGY To have fully conversant with the hotel Opera system and reservation procedure. The Front Office is able to operate switchboard, photocopy machine, room keys equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.   SECURITY, HEALTH, AND SAFETY Ensures that own cash is always secure. Ensures all discrepancies in own cash are declared to the Front Office Manager and Financial Controller. Ensures that guest details and room numbers are not disclosed. Maintains high confidentiality regarding guest privacy. Reports any suspicious behaviour of guests and staff to the Front Office Manager and Security. Notifies Front Office Manager and Housekeeping Manager regarding lost and found objects. Anticipates possible and probable hazards and conditions and notifies the Service Manager. Fully understands the hotel’s fire, emergency, and bomb procedures. Follows emergency procedures to provide for the security and safety of guests and employees. Works in a safe manner that does not harm or injure self or others. Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations. Maintains the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct. Adheres to paid-out limitations and consults the Manager on shift for any amounts over limit.   MISCELLANEOUS Always displays a positive attitude. Setting up Reception Counter with Reg. Cards, keys, Folios, credit card slips and envelopes prior to commencing work. Handles foreign currencies, checks signature on Traveller’s cheques along with passport copy. Attach alerts on system or communication to registration card for any flaws, to rectify error before guest departure. Messages for parcels and mail should be recorded correctly in the “Items left by guest for collection” book. Printed material books to be used in serial order (e.g. rebates, receipts books, etc.). Transport request to be recorded and forwarded to the Concierge in his absence. Assists the Front Office Manager when requested. Attend meeting and training required by the Front Office Manager. Accepts flexible work schedule necessary for uninterrupted service to hotel guests. Maintain own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Front Office Manager. Hotel fire, bomb and emergency procedures. Hotel facilities and nearby places of interest and services (i.e. hospitals, petrol stations, tourist sights)         Hotel and corporate marketing and promotional programs. Corporate clients and clients generating high business volume. Show involvement and be interested in environmental and/or social issues by participating in hotel’s Environmental and departmental activities. Any other duties as assigned by the supervisors. Requirements 2+ years of experience as Front Office Agent.