Front Desk Agent

Company Description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Job Purpose:

Under the general guidance of the Front Office Manager and/or Assistant Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Essential Duties & Functions:

1. Actively welcome, greet and check guests in.
2. Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’.
3. Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up.
4. Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
5. Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries.
6. Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in hotel specific recording process.
7. Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken.
8. Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Fairmont confidentiality standards.
9. Ensure the correct procedure and policy standards are adhered to.
10. Ensure all necessary supplies are available for the front desk, manage par stock and order supplies.
11. Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
12. Encourage up-selling in order to maximize rates.
13. Ensure work areas are cleaned and maintained at all times.

Qualifications

1. Proficiency in English (verbal and written), a second language an asset.
2. Prior experience working as Receptionist or in Front Office in a reputed hotel in UAE and knowledge in Opera or a related system.
3. Strong interpersonal and problem-solving abilities.
4. Highly responsible & reliable.
5. Ability to work well under pressure in a fast-paced environment.