Front Desk Agent

1 week ago

Abu Dhabi, United Arab Emirates Rosewood Hotel Group Full time

**Job Description**:
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- OVERVIEW/BASIC FUNCTION:
- Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.RESPONSIBILITIES:
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:

- a. All hotel features/services, hours of operation.- b. All room types, numbers, layout, decor, appointments and location.- c. All room rates, special packages and promotions.- d. Daily house count and expected arrivals/departures.- e. Room availability status for any given day.- f. Scheduled daily group activities / VIP’s.- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Meet with Supervisor to review daily assignments and priorities.
- Meet with departing Front Desk Agent to review business status and follow up items.
- Access all functions of computer system.
- Set up work station with necessary supplies.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Process all guest check-ins.
- Confirm reservation in system and review all noted information.
- For guests without a reservation, sell a room type agreed upon.
- Register guest in the computer.
- Verify reservation information with the guest (departure date, room type).
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Assign guest room
- Advice guest of any messages, mail, faxes, etc. received for them.
- Communicate services and amenities of the hotel to guests.
- Obtain proper identification for tax exempt guests and attach form to registration card.
- Direct Bell Person to escort guest and transport their luggage to the room.
- Maintain guest history files on all guests.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
- Handle overbooked or “walked” guests.
- Accommodate room changes.
- Document all guest requests, complaints or problems.
- Take record and relay messages accurately, completely and legibly.
- Accept and record wake-up call requests; deliver to PBX.
- Issue safe deposit boxes to guests and ensure security of keys.
- Distribute all guest and department mail.
- Monitor, send and distribute guest faxes.
- Document and confirm reservations and cancellations.
- Block rooms in computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
- Process all check-outs.
- Resolve any late charges.
- Present folio to guest and resolve any disputed charges.
- Settle guest accounts.
- Retrieve guest room key from guest.
- Solicit guest comments on their stay.
- Process express check-outs.
- Handle requests for late check-outs.
- Conduct group check-ins/outs.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
- Adhere to all cashiering procedures:

- a. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.- b. Make change for guests.- c. Cash guests' personal checks/travelers checks.- d. Post charges.- e. Run closing reports.- f. Count and secure bank.- g. Complete designated cashier reports.- h. Balance receipts.- i. Drop receipts.- Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
- All other duties as required.
- Redirect phone calls to the appropriate department and take down messages.
- Accept all letters and packages, and distribute them to their appropriate departments.- Monitor office supplies.
- Recorded guest comments or complaints, referred customers to managers if necessary.
- Show rooms to new interested guests
- Escorted guests to their assigned room

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