Front Office Associate

4 weeks ago

Dubai, United Arab Emirates The First Group Full time

Overview:

- Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.

Being able to perform all Front Office duties like check-in and check-out of guests, answering the phone according to etiquette, help guests with their inquiries, taking reservations and performing administrational tasks.

Be familiar with all the Front Office software required for the Front Office Receptionist.

Ensure that all hotel standards are met when serving the guests and handling information.

Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.

Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

Review Front Office log and Trace File daily.

Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.

Be familiar with all in-house groups.

Be aware of closed out and restricted dates.

Promote and sign up Wyndham Rewards memberships to guests.

Be familiar with hospitality terminology.

Have knowledge of emergency procedures and assist as needed.

Use proper etiquette at all times when communicating with guests and associates.

Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

Maintain and market promotions and guest programs.

Be on time and at work when scheduled, and in proper uniform.

Attend departmental meetings as scheduled.

Consistent professional and positive attitude and actions when communicating with guests, vendors and associates.

Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures.

Check with manager / supervisor before leaving work area for any reason.

Report any incidents of guest dissatisfaction or unusual matters of significance to manager / supervisor so that corrective measures may be taken.

Perform special projects and other responsibilities as assigned.

Participate in task forces and committees as requested.

Perform any other tasks / duties as requested by management.

Maintain a clean work area.

WYNDHAM COMPETENCIES

Business Acumen

Articulates Wyndham Worldwide’s or Business Unit’s mission, vision, core values, business priorities and strategic goals

Demonstrates in-depth knowledge about Wyndham Worldwide’s or Business Unit’s products, customers, markets & transaction systems

Building Trust

Demonstrates system integrity consistently, fairly and is honest with members about what can and can’t be done in relation to member

Takes personal responsibility for establishing, agreeing to, and keeping performance related commitments

Is reliable, consistent and focuses on the positive, makes self-available when needed to perform additional tasks

Openly acknowledges others for their contributions

Communication

Demonstrates understanding of critical issues and points in the message

Seeks to understand others and learn through listening

Exhibits a positive manner at all times in talking to customers or colleagues

Count On Me

Articulates the needs and expectations of internal and external customers

Handles customer complaints effectively and efficiently

Builds and maintains effective relations with customers (internal /external)

Articulates the underlying need of the customer’s request

Listens and seek feedback proactively from the customer

Driving Results

Produces high quality work products/services as measured by the customer

Knows what is expected and delivers on promise

Takes pride in own work

Takes responsibility to address customer needs and resolve customer issues

Takes responsibility to surface and escalate customer needs and wants to management teams

Innovation

Does not give up easily when things become difficult

Shares thoughts / new ideas

Looks proactively for opportunities to embrace changes and move forward

business objectives

Displays tolerance, respect and acceptance for changes

Accepts change initiatives and effectively modifies behavior to meet new guidelines

Leadership Effectiveness

Aligns to organizational / area directions

Makes a visible effort to manage stress

Is able to adapt to different working environments

Shares skills and knowledge to enhance others’ talents and skills

Contributes a fair share of work and fulfills the role of a team member

Participates in team activities and contributes ideas

Works collaboratively with others

Valuing Diversity

Monitors others’ reactions to comments or choice of words by observing nonverbal cues, such as facial expressions or body language

Corrects behaviors by responding to the reactions of others

Tries to react objectively to other people’s ideas, regardless of personal views

I

**Job Description**:
**Job Summary**:
**Key Responsibilities**:

- Greet and welcome guests in a friendly and professional manner.
- Answer phone calls and assist with inquiries and requests.
- Manage reservations and bookings.
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