Front Office Agent

Anantara Hotels & Resorts

Abu Dhabi

AED 60,000 - 120,000

Job description

Roles and responsibilities

Minimum 1 year experience as a Butler/Villa Host, Mandatory in a luxury segment.
Previous experience of reception tasks, e.g. check-in/check-out is an advantage
Friendly and outgoing behavior
Proactive, resourceful and able to work independently
Has strong decision-making abilities and upselling skills
Excellent written and spoken skills in English
Multi-language is an advantage
With Butler certification would be an advantage

Essential Skills and Attributes for Front Office Roles

1. Customer Service
Guest Interaction: Excellent interpersonal skills for greeting and assisting guests. A friendly, approachable demeanor is crucial for creating a welcoming atmosphere.
Problem-Solving: Ability to address guest complaints and issues in a professional and timely manner, ensuring guest satisfaction.
Multitasking: Ability to handle multiple tasks at once, such as answering phones, managing reservations, and checking in guests, without compromising service quality.
2. Communication Skills
Verbal Communication: Clear and effective communication when dealing with guests and team members, including the ability to explain hotel policies and procedures.
Written Communication: Proficiency in writing emails, taking notes, and preparing reports or guest correspondence accurately and professionally.
Language Proficiency: In multi-lingual environments, the ability to speak multiple languages can be highly beneficial.
3. Organizational Skills
Task Management: Keeping track of reservations, guest requests, and room availability while ensuring everything runs smoothly.
Attention to Detail: Ensuring that guest information is recorded accurately, that room bookings are correctly processed, and that requests are fulfilled without errors.
Time Management: Managing time effectively, especially in busy periods when multiple guests are checking in or checking out at the same time.
4. Technology Proficiency
Reservation Software: Familiarity with Property Management Systems (PMS) and other hotel reservation platforms, as well as the ability to navigate computer systems efficiently.
Point of Sale Systems: Knowledge of payment processing and handling billing for guests at the front desk.
Microsoft Office: Competence in using office software (e.g., Excel, Word) for preparing reports or managing schedules.
5. Financial Acumen
Billing and Payments: Understanding of billing processes, invoicing, and payment processing, ensuring accurate charges and receipts for guests.
Cash Handling: Safely and accurately managing cash, credit card transactions, and preparing end-of-day financial reports.
6. Flexibility and Adaptability
Shift Flexibility: The ability to work flexible hours, including nights, weekends, and holidays, as many front office roles require coverage 24/7.
Adaptability: Responding to unexpected situations, such as overbookings, emergencies, or last-minute changes, while maintaining a positive guest experience.

Desired candidate profile

Check-in and Check-out: Front desk agents are responsible for efficiently checking guests in and out, ensuring a smooth and seamless experience.
Guest Assistance: Providing information about the hotel’s amenities, services, and local attractions. Answering questions and resolving guest issues.
Handling Reservations: Managing reservations made through phone calls, emails, or online booking platforms. Ensuring accurate room availability and updates in the reservation system.

Workplace Environment

Customer-Focused: The Front Office is the face of the hotel, with staff interacting directly with guests throughout the day.
Dynamic Environment: Front Office professionals often deal with high-pressure situations, especially during busy check-in or check-out periods, requiring them to stay calm and focused.
Collaborative Team: The Front Office team works closely with other departments to ensure the guest’s stay is comfortable and that any issues are addressed promptly.

Career Growth Opportunities in the Front Office

Front Office Manager → Overseeing the entire front office operations, including supervising the front desk team and handling guest relations.
Guest Services Manager → Managing the entire guest services department, including concierge services, and overseeing guest satisfaction programs.
Revenue Manager → Focusing on pricing strategies, maximizing room occupancy, and ensuring the hotel’s profitability.
Hotel Operations Manager → Taking on broader responsibilities, overseeing the hotel’s operations, including front office, housekeeping, and food & beverage departments.