Front Office Agent

Job Description

1. Register and room all guest arrivals according to established procedures
2. Perform check in, check out and room change procedures and ensure all data are 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’ request of using the service of safety box at all times
7. Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
8. Attend to guest’s complaints, inquiries and requests, refer problems to supervisor / Assistant Manager if he / she unable to assist
9. Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
10. Ensure that the guests depart the hotel with a positive impression of hotel service
11. Perform the 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 and appearance and attitude
15. Ensure front desk work area is kept clean and in an orderly state at all times
16. Is fully aware of the Credit policy
17. Adhere to OH&S policies and procedures
18. Perform related duties and special projects assigned

PERSONAL ATTRIBUTES

• Strong written and verbal communication skill in English
• Able to develop rapport with and gain support from Colleagues and Management staff
• Ability to work cohesively with co-workers 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 multi-cultural environment

Qualifications

• Post Secondary Education or relevant qualifications in Hotel Management

EXPERIENCE

Minimum 2 years Guest Relations experience preferably in a four or five star hotel