FRONT OFFICE AGENT

Job description

FRONT OFFICE AGENT Responsible for all activities relevant to the Front Desk such as the reception, check in/out, rooming of all Hotel guests, foreign Exchange and assisting them with enquiries. Operations Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity. Maintains intimate knowledge of departmental standards and procedures. Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation. Maintains cashier float and ensures accurate daily report of all money received. Cashes hotel guest's personal and assists with currency exchange. Keeps abreast of all modifications to accounting policies and procedures. Responsible and attends to guest's request and special attention. Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and Melia Rewards Loyalty programs. Attends to guest's complaints, inquiries and requests, referees problems to Front Desk Supervisor/Duty Manager if he/she unable to assist. Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service. Performs the audit balances and prepares all works for audit in an orderly fashion. When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival. Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems. Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times. Endeavors to maintain the high standards of the hotel with particular regard to the importance of Melia Rewards member and other VIP/VIP and with reference to hotel and to be a health or safety hazard. To have product knowledge of the Hotel, Food and Beverages outlets operating times and other guest facilities available. Maintain exemplary department standards of behavior, appearance and attitude as expected in INNSiDE by Melia Brand. EDUCATION AND TRAINING: High School or Vocational Certificate in Hotel Management/Hospitality & Tourism or equivalent. Professional Training in Room Division/Front Office LANGUAGES: Fluent English, a second language will be an advantage (better if it’s the same where the hotel is based) SPECIFIC KNOWLEDGE: Front Office knowledge and system proficient in the use of Microsoft Office and PMS & Opera System