Front Desk Agent

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, ensuring 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:

• Actively welcome, greet, and check guests in.
• Inform guests with savvy knowledge of the hotel, its services, the city, and local happenings.
• Ensure all requests are dealt with accurately and they receive the appropriate service attention and follow-up.
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk-ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes, and account inquiries/reservation inquiries.
• Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20-minute response time; record all matters in the hotel-specific recording process.
• Update and maintain the reception handover book; pass on all guest feedback to the Manager on duty so appropriate action may be taken.
• Ensure guest privacy and security; any confidential guest information is not disclosed, and processes are aligned with Fairmont confidentiality standards.
• Ensure the correct procedure and policy standards are adhered to.
• Ensure all necessary supplies are available for the front desk; manage par stock and order supplies.
• 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.
• Encourage upselling in order to maximize rates.
• Ensure work areas are cleaned and maintained at all times.

Qualifications:

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

Remote Work:

No

Employment Type:

Full-time