Front Office Agent (Saudi’s Only)

    Accor

    Front Office Agent

    To increase customer satisfaction by providing efficient, prompt, trouble free and
    courteous Front Office service connected with arriving, and in-house guests, in line with
    the hotel’s guidelines, and Radisson SAS corporate guidelines and service concepts.


    TASKS, DUTIES AND RESPONSIBILITIES

    PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

    • Is available to register, process, and greet customers promptly
    • Checks the daily arrival list
    • Welcomes customers to the hotel
    • 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 log
    book each shift; updates log book for next shift
    • Arranges fulfilment of customer services by working with Bell staff, Housekeeping,
    Reservations and Room Service
    • Allocates rooms and issues appropriate keys
    • Follows-up and verifies arrivals by updating registration cards in regards to spelling of
    guest’s name, address and method of payment
    • Changes room rates and guest rooms if approved by Service Manager
    • Handles incoming guest room reservations
    • Handles reservations for guests with rental cars, restaurants, etc.
    • Is aware, at all times, of current room status and room availability
    • Is fully aware of Radisson SAS service concepts
    • Is fully aware of, and knows how to handle, all current and future hotel promotions
    • Utilises yield management to maximise room revenue
    • Increases hotel revenue by promoting food and beverage alternatives within the
    hotel
    • Knows the names of key people within Radisson SAS and SAS
    • Minimises loss of revenue by adhering to all established credit procedures
    Receptionist 2
    • Insures all guests establish credit upon check-in
    • Monitors customer accounts to insure 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 cash and credit card paying customers
    • Identifies and records special billing instructions and notifies accounting and Service
    Manager
    • Completes shift closing accurately by getting appropriate approval signatures and
    authorisation codes
    • Adheres to hotel policies regarding the use of cash banks
    • Communicates effectively with guests, colleagues, and supervisors
    • Demonstrates teamwork by co-operating and assisting colleagues as needed
    • Handles difficult situations effectively
    • Communicates open and closed dates, availability and condition of rooms to the
    Service Manager
    • Keeps effective 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
    • Uses the ABC approach to respond to negative comments and complaints; and
    notifies Service Manager immediately for appropriate follow-up


    KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

    • Is fully conversant with the hotel reservation system
    • Is able to operate switchboard, telefax, key equipment, credit card machines and
    printers, hotel alarm systems, and other Front Office equipment


    SECURITY, HEALTH AND SAFETY
    • Ensures that own cash is secure at all times
    • Ensures all discrepancies in own cash are declared to the Service Manager and
    Controller
    • Ensures that guest details are not disclosed
    • Maintains high confidentiality in regards to guest privacy
    • Reports any suspicious behaviour of guests and staff to the Service Manager, and
    Security
    • Notifies Service Manager and Executive Housekeeper regarding lost and found
    objects
    • Ensures that all potential and real hazards are reported appropriately immediately
    • 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
    Receptionist 3
    • Anticipates possible and probable hazards and conditions and notifies the Service
    Manager
    • Maintains the highest standards of personal hygiene, dress, uniform, appearance,
    body language and conduct

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