Front Desk Agent

General Tasks and Responsibilities:
• To provide an efficient and friendly check-in according to company directives
• To handle guest requests ensuring that all matters are dealt with efficiently and promptly taking preference over administrative tasks.
• To inform all relevant departments regarding special guest requests
• To be fully aware of hotel room rates, availability, promotions, services and facilities.
• To be fully aware of the hotel's selling status in order to maximize room occupancy, average room rates and additional revenue.
• To act efficiently as a general cashier as detailed in the FO SOP manual.
• To take reservations for accommodation according to company policy.
• To deal efficiently with all tasks delegated by the FOM S.AFOM or AFOM as detailed in the SOP manual
• To be aware of specific daily functions and events as detailed in the forecasts, in order to deal efficiently with guest enquiries.
• To liase with Shift leader and Housekeeping to ensure an efficient supply of rooms
• To ensure that telephones are answered quickly and efficiently following company directives and FO SOP manual
• To accept cash, approved credit cards, travellers cheques and foreign currency following set guide lines and polices laid out in the company directives and FO SOP manual
• To inform guests of the facilities within the hotel. To promote the Food and Beverage outlets to increase internal revenue, provide guests with details on local information and activities as required.
• To operate the safety deposit box system
• To be responsible for the daily ring around sheet when the hotel is forecasted over 80% occupancy
• To carry out a smooth and efficient check-out to encourage return guests
• To be responsible for the clearing of the departure Box
• To print out a list of departures still to check-out liasing with Housekeeping to clear all departures in opera.
• To be able to complete all daily tasks laid out in the Reception Check-lists
• To be responsible for a cashiering float in accordance with company procedure and to inform any overage/shortage to the Shift Leader/Duty Manager.
• To know the correct way to upsell creating the opportunity to maximise revenue.
• To keep the Front office management informed of any faults or complaints reported.
• To ensure that all guest and Internal messages are relayed promptly and accurately
• Responsible for the development of a marketing plan.
• Registers and assigns rooms to guests.
• Fills out baggage checks.
• Arranges for room changes if necessary.
• Answers enquiries over the telephone and in person relating to hotel services and the registrations of guests.
• Keeps records of rooms occupied and guests.
• Is responsible for ensuring a “full house” through an hourly count of reservations and rooms available in a sell out period.
• Co-ordinates with housekeeping the room status such as check out, sleep out, rooms found vacant, double beds etc.
• “Blocks” and assigns rooms for special guests.
• Accompanies VIP and special guest to their rooms and explains hotel facilities.
• Is fully familiar with all the hotel’s facilities.
• Provides information on events in town and places of interest.
• Must have an understanding of the reservation departments well as the activities of the concierge.
• Assures a timely handover to the replacing shift and registers all details in the logbook.

- With opera system background
- Must be female
- With relevant experience in the same position
- With hospitality background