Front Desk Agent

JOB SUMMARY

Responsible for warm welcome and fond farewell processes. S/he checks-in and checks-out hotel guests according to established hotel standards, handles cash and credit-card transactions and provides cashiering assistance to our guests. Provides information to all guests inquiries. Provides assistance and advises guests on reservations bookings and general information.

RESPONSIBILITIES

The primary responsibilities of the role include:

- Enlivens the RC Philosophy at all times

- Maintains complete knowledge at all times of the following:

• All hotel features/services, hours of operation

• All room types, numbers, layout, décor, etc

• All room rates, special packages and promotions

• Daily house count and expected arrivals and departures

• Room availability status for any given day

• Scheduled daily group activities

- Maintains complete knowledge and comply with all hotel and departmental polices and procedures

- Handles hand over from previous shift

- Sets up work station with necessary supplies, maintain cleanliness throughout the shift

- Accesses all functions of computer system according to established procedures and standards

- Promotes positive guest relations to all individuals approaching the front desk

- Accommodates all guest requests in a congenial manner

- Handles guest opportunities and follow the problem resolution process

- Handles check-in according to established hotel requirements:

• Confirms reservation in system and reviews all noted information

• Sells a room type agreed upon for guests without a reservation

• Prints a registration card and registers guest in the system

• Verifies guest information on the registration card

• Obtains back-up information for guest credit / payment method and input into system. Collect cash if necessary

• Coordinates with Rooms Controller regarding room assignment

• Advises guest of any messages, mail, faxes, etc

• Informs guest of in-room safe and room key procedures

• Communicates services and amenities included in package, if any

• Obtains proper identification from guest, if needed

• Obtains guest signature for designated paperwork

• Escorts guest to room

• Coordinates with Guest Services regarding luggage delivery

- Updates guest profile in the system

- Sets up accurate accounts for each guest checking-in according to their requirements (share with, room/tax)

- Files registration cards and vouchers in bucket

- Extends every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them

- Follows established procedures for walking guests.

- Accommodates room changes expediently

- Handles guest opportunities following the problem resolution process and ensuring guest satisfaction

- Coordinates with Rooms Coordinator regarding guest requests

- Takes record and relay messages accurately.

- Accepts and records wake up call requests, deliver to PBX

- Issues safe deposit boxes to guests and ensures security of keys

- Handles traces and other hand over that needs to be followed up

- Pre-registers designated guests and prepares key packets

- Processes all check-outs according to established hotel requirements:

• Inquires about guest stay

• Posts additional charges

• Prints and presents folio to guest, resolve any disputed charges

• Settles guest account following Accounting procedures

• Retrieves key from guest

• Invites guest back; wish guest a pleasant journey

- Processes express check-out, if any

- Adheres to all cashiering procedures:

• Obtains assigned bank and ensure accuracy of contracted monies. Keeps bank secure at all times.

• Processes adjustment vouchers, paid out, miscellaneous charges

• Makes change for guests

• Handles foreign exchange

• Cashes travelers cheques

• Posts charges

• Settles room accounts

• Runs closing reports

• Counts bank at end of shift

• Completes designated cashier reports / blind drop

• Balances receipts

• Drops receipts

• Secures bank

- Legibly documents pertinent information in hand over logbook

- Assists PBX, Reservations, and Concierge with phone calls

- Provides guest room tours

- Ensures safe working environment and all equipment in good working condition

PROFILE

Experience

• Must have a minimum of 1 year Front Office experience with The Ritz-Carlton or another hotel company.

• Previous cashiering experience

Education

• College Diploma required

Required Qualifications and Skills

• Knowledge of local attractions, services and suppliers/vendors

• Certification of previous training in guest relations

• Thorough knowledge of hotel services and facilities

• Possess a good command of English language and the ability to clearly and pleasantly communicate with guests and fellow employees both in person and by telephone

• Fluency in a foreign language ideal, preferably Arabic or German

• Ability to compute basic mathematical calculations

• Must have a professional image and personality exuding confidence and leadership skills

• Be an ambassador of The Ritz-Carlton Company at all times whilst on and off duty

• Ability to maintain all company standards and procedures

• Ability to practice detailed standardized accounting procedures to protect the assets of the hotel

• Ability to input and access data in Fidelio/Opera/PMS

• Ability to understand guest inquiries and provide responses

• Ability to promote positive relations with all individuals who approach the front desk

• Ability to focus on guests need, remaining calm and courteous

• Ability to focus attention on details and be able to organize, prioritize and follow up

• Must be able to take initiative and work productively within any given period of time unsupervised

• Must be able to assert with confidence and must work well under pressure

• Ability to maintain confidentiality and security of all guests and general hotel information

• Ability to ensure security of guest room access

• Understanding of technical applications of front desk including materials control, opera and mystique

• Ability to remain stationary at assigned post for extended period of time

• Must be a team player, working well with other departments and co-workers

• Ability to work flexible hours, including weekends and evenings

• Ability to go the extra mile, to provide extra attention to ensure guest satisfaction

• Ability to remain calm and courteous under pressure and in demanding situations

• Ability to be a clear thinker, analyze and resolve problems, exercising good judgment

• Proficiency in Outlook and Microsoft office applications