Guest Service Agent

Job Title: Front Desk Manager

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

• Register and room all guest arrivals according to established procedures.
• Perform check in, check out, and room change procedures and ensure all data are accurately entered into the hotel system.
• Maintain cashier float and ensure accurate daily report of all money received.
• Cash hotel guests' personal and travellers checks and assist with currency exchange.
• Keep abreast of all modifications to accounting policies and procedures.
• Attend to guests' requests for using the safety box at all times.
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Hotels Group Loyalty programs.
• Attend to guests' complaints, inquiries, and requests; refer problems to supervisor/Assistant Manager if unable to assist.
• Familiar with other Sofitel properties to assist guests with onward bookings.
• Ensure that guests depart the hotel with a positive impression of hotel service.
• Perform the audit balances and prepare all reports for audit in an orderly fashion.
• When on night shift, check night report, prepare morning report, and prepare all necessary forms for guest arrivals.
• Maintain comprehensive knowledge of standard reservation procedures.
• Maintain exemplary department standards of behavior, appearance, and attitude.
• Ensure front desk work area is kept clean and in an orderly state at all times.
• Fully aware of the Credit policy.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects 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 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.
• Arabic or a European language capability.

EXPERIENCE

• Minimum 2 years guest relations experience preferably in a four or five-star hotel.