Front Office Agent

Company Description
A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city, delivering impeccable service and sophisticated style.

Job Description

PURPOSE OF POSITION
To manage all activities relevant to the Front Desk such as the reception, check in/out, cashiering, foreign exchange and assisting guests with inquiries.

Key Roles & Responsibilities

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' requests 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 Hotels Group Loyalty programs.
8. Attend to guests' complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if unable to assist.
9. Be familiar with other Raffles properties so that guests 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, 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 assigned.

Qualifications

PERSONAL ATTRIBUTES

1. Strong written and verbal communication skills in English.
2. Able to develop rapport with and gain support from colleagues and management staff.
3. Ability to work cohesively with co-workers as part of a team.
4. Ability to focus attention on guest needs, remaining calm and courteous at all times.
5. Ability to promote positive relations with all guests and patrons.
6. Able to exercise good judgment with difficult guests.
7. Understanding and ability to work in a multi-cultural environment.

Qualifications

1. Post Secondary Education or relevant qualifications in Hotel Management.
2. Arabic or a European language capability.

Experience

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

Additional Information:
Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates