The Front Office Agent represents the first point of contact with guests and handles all stages of a guest’s stay whilst attends to visitors and deal with inquiries on the phone and face-to-face. Supply information regarding the property to the general public, clients and customers.
Personal Attributes – key success factors
Front Office Duties
Skills and Atributes
Personal Attributes – key success factors
- To set a high example in regard to punctuality, appearance, courtesy, performance, attitude, guest relations, observance of the house rules, loyalty to Management and interdepartmental co-operation.
- To use discretion and tact when dealing with guest enquiries, challenges or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation.
- To work closely with all departments to ensure standards are maintained at all times and to coordinate with department heads the resolution of departmental issues
Front Office Duties
- Manning the reception desk and greeting guests upon arrival;
- Processing arrivals and departures in line with the Group's hotels standards;
- Taking a proactive approach to the front office activities, anticipating potential sales opportunities and any concerns that may arise;
- Handling any queries in a friendly and efficient manner and take the necessary action when required;
- Ensuring VIP allocations are made and amenities arranged;
- Fulfilling all guests needs and requirements;
- Handling all formalities of checking in and out efficiently and courteously;
- Action and follow-up on all guest queries;
- Putting guest care as a priority, with every effort being made to meet guests’ needs and demands;
- Ensure a high level of customer service is maintained at all times;
- Conducting show-rounds of property as instructed by the management, and for any walk-ins;
- Perform data entry and filing activities;
- Keep work area clean and tidy on a constant basis;
- Follow on Hotel Fire procedures and Health and Safety measures.
Skills and Atributes
- Has a charismatic personality
- Must be IT proficient
- Excellent verbal and written communication skills in English. Knowledge of another language would be considered an asset
- Capable of managing multiple tasks and responsibilities with ease.
- Well organized and detail oriented.
- At least 6 months experience in the Hospitality Industry