Front Desk Agent

Job description / Role

Job Purpose:

Under the general guidance of the Front Office Manager and/or Assistant Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Essential Duties & Functions:

- Actively welcome, greet and check guests in
- Inform guests with savvy knowledge of hotel, its services, the city, and local 'happenings'
- Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
- Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
- Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
- Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in hotel specific recording process
- Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
- Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Fairmont confidentiality standards
- Ensure the correct procedure and policy standards are adhered to
- Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
- Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
- Encourage up-selling in order to maximize rates
- Ensure work areas are cleaned and maintained at all times

Requirements

Qualifications

- Proficiency in English (verbal and written), a second language an asset.
- Prior experience working as Receptionist or in Front Office in a reputed hotel in UAE and knowledge in Opera or a related system
- Strong interpersonal and problem-solving abilities.
- Highly responsible & reliable.
- Ability to work well under pressure in a fast-paced environment

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.