Front Office Agent

Responsibilities

1. Register and room all guest arrivals according to established procedures.
2. Perform check-in, check-out, and room change procedures, ensuring all data is accurately entered into the hotel system.
3. Maintain cashier float and ensure accurate daily report of all money received.
4. Cash hotel guests' personal and travelers checks and assist with currency exchange.
5. Keep abreast of all modifications to accounting policies and procedures.
6. Attend to guests' requests for using the safety box at all times.
7. Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyer Programs, and Hotels Group Loyalty Programs.
8. Attend to guests' complaints, inquiries, and requests; refer problems to supervisor/Assistant Manager if unable to assist.
9. Familiar with other Raffles properties to sell onward bookings to guests indicating any next destination on the registration card.
10. Ensure that guests depart the hotel with a positive impression of hotel service.
11. Perform audit balances and prepare all reports for audit in an orderly fashion.
12. When on night shift, check night report, prepare morning report, and prepare all necessary forms for guest arrivals.
13. Maintain comprehensive knowledge of standard reservation procedures.
14. Maintain exemplary department standards of behavior, appearance, and attitude.
15. Ensure front desk work area is kept clean and in an orderly state at all times.
16. Be fully aware of the Credit policy.
17. Adhere to OH&S policies and procedures.
18. Perform related duties and special projects as assigned.

Personal Attributes

• Strong written and verbal communication skills in English.
• Able to develop rapport with and gain support from colleagues and management staff.
• Ability to work cohesively with coworkers as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with all guests and patrons.
• Able to exercise good judgment with difficult guests.
• Understanding and ability to work in a multicultural environment.

Qualifications

• Post-secondary education or relevant qualifications in Hotel Management.

Experience

Minimum 2 years of Guest Relations experience, preferably in a four or five-star hotel.

Remote Work

No

Employment Type

Full-time