Front Office Agent

4 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Atlantis Resorts dubai Full time
Roles and responsibilities

1. Customer ServiceExcellence

  • GuestEngagement: Welcoming guests warmly and addressingtheir needsprofessionally.
  • ComplaintResolution: Handling guest complaints and resolvingissueseffectively.
  • Empathy:Understanding and responding to guest preferences andconcerns.

2.CommunicationSkills

  • VerbalCommunication: Clearly explaining check-in/check-outprocedures, hotel services, andamenities.
  • ActiveListening: Understanding guest requests and ensuringappropriate responses.
  • WrittenCommunication: Sending emails or writing notesclearly andprofessionally.

3.TechnicalProficiency

  • ReservationSystems: Operating property management systems (PMS)like Opera, Amadeus, or other bookingplatforms.
  • PaymentProcessing: Handling credit card machines, cashtransactions, and billingsystems.
  • PhoneHandling: Managing phone lines for reservations,inquiries, and guestassistance.

4.Multitasking and TimeManagement

  • PrioritizingTasks: Managing check-ins, check-outs, and guestinquiriessimultaneously.
  • Efficiency:Handling busy periods calmly while maintaining servicestandards.
  • TaskCompletion: Ensuring administrative tasks likefiling and reporting are completed ontime.

5.Problem-SolvingSkills

  • QuickThinking: Resolving issues like overbookings, lostreservations, or specialrequests.
  • Decision-Making:Balancing guest satisfaction with hotelpolicies.
  • CrisisManagement: Handling emergencies or unexpectedsituationsprofessionally.

6.OrganizationalSkills

  • RecordKeeping: Maintaining accurate and up-to-date guestrecords andreservations.
  • Attention toDetail: Ensuring accuracy in billing, roomassignments, and guestrequests.
  • WorkspaceManagement: Keeping the front desk area clean andorganized.

7. Sales andUpselling

  • UpsellingSkills: Recommending room upgrades, packages, oradditionalservices.
  • Promotions:Informing guests about ongoing promotions or localattractions.
  • RevenueAwareness: Contributing to hotel profitabilitythrough effective salestechniques.

8. CulturalSensitivity

  • DiversityAwareness: Interacting respectfully with guests fromvarious culturalbackgrounds.
  • LanguageSkills: Communicating with non-native speakerseffectively (multilingual abilities are aplus).
  • Adaptability:Adjusting service styles to meet the expectations of differentguest demographics.

9.Professionalism

  • Appearance:Maintaining a polished and professionallook.
  • Reliability:Being punctual and dependable in fulfillingresponsibilities.
  • Ethics:Upholding the hotel's standards and maintainingconfidentiality.

10.EmotionalIntelligence

  • Empathy:Demonstrating understanding and care for guestconcerns.
  • ConflictResolution: Diffusing tense situations calmly andeffectively.
  • PositiveAttitude: Maintaining a cheerful and approachabledemeanor.
Desired candidate profile

Are you acustomer service superstar? Do you enjoy working with attention todetail in a fast-moving environment? The Front Office Agent will beproviding efficient solutions and services to all guests, offeringinformation, and giving particular attention to allguests' special requirements. The priority of this rolewill be to ensure all check-ins and check-outs run smoothly andthat all cashiering transactions are processed promptly andcorrectly both during the day and night. Also, offering morepersonalized service by assisting the guests with their requeststhroughout their stay.

AboutYou

If you have abachelor's degree in Hospitality Management or eitherFront Office experience with a minimum of 2 years and worked as aReceptionist, Agent in Front Office, or Guest Service Agent in asimilar position within the luxury property. Familiar with hotelreservations system as Opera or similar. A successful applicatemust demonstrate a true passion for service delivery and haveexcellent communication skills. Due to guest demographics, beingable to converse in Russian, Arabic, Chinese, French, or German isadvantageous.

Key Skills
Front Office Management,Front Office,OfficeExperience
Employment Type :Full-time
Department / Functional Area: Administration
Experience: years
Gender: Male
Vacancy: 1

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