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05
February
2023
06
February
2023
2 Adults
0 Children

Front Office Agent

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
  • 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
*Applicants already residing in Malta will be given preference