Front Office Agent

4 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Anantara Hotels & Resorts Full time
Roles and responsibilities
  • Minimum 1 year experience as a Butler/Villa Host, Mandatory in a luxury segment.
  • Previous experience of reception tasks, e.g. check-in/check-out is an advantage
  • Friendly and outgoing behavior
  • Proactive, resourceful and able to work independently
  • Has strong decision-making abilities and upselling skills
  • Excellent written and spoken skills in English
  • Multi-language is an advantage
  • With Butler certification would be an advantage
Essential Skills and Attributes for Front Office Roles
  • 1. Customer Service
  • Guest Interaction: Excellent interpersonal skills for greeting and assisting guests. A friendly, approachable demeanor is crucial for creating a welcoming atmosphere.
  • Problem-Solving: Ability to address guest complaints and issues in a professional and timely manner, ensuring guest satisfaction.
  • Multitasking: Ability to handle multiple tasks at once, such as answering phones, managing reservations, and checking in guests, without compromising service quality.
  • 2. Communication Skills
  • Verbal Communication: Clear and effective communication when dealing with guests and team members, including the ability to explain hotel policies and procedures.
  • Written Communication: Proficiency in writing emails, taking notes, and preparing reports or guest correspondence accurately and professionally.
  • Language Proficiency: In multi-lingual environments, the ability to speak multiple languages can be highly beneficial.
  • 3. Organizational Skills
  • Task Management: Keeping track of reservations, guest requests, and room availability while ensuring everything runs smoothly.
  • Attention to Detail: Ensuring that guest information is recorded accurately, that room bookings are correctly processed, and that requests are fulfilled without errors.
  • Time Management: Managing time effectively, especially in busy periods when multiple guests are checking in or checking out at the same time.
  • 4. Technology Proficiency
  • Reservation Software: Familiarity with Property Management Systems (PMS) and other hotel reservation platforms, as well as the ability to navigate computer systems efficiently.
  • Point of Sale Systems: Knowledge of payment processing and handling billing for guests at the front desk.
  • Microsoft Office: Competence in using office software (e.g., Excel, Word) for preparing reports or managing schedules.
  • 5. Financial Acumen
  • Billing and Payments: Understanding of billing processes, invoicing, and payment processing, ensuring accurate charges and receipts for guests.
  • Cash Handling: Safely and accurately managing cash, credit card transactions, and preparing end-of-day financial reports.
  • 6. Flexibility and Adaptability
  • Shift Flexibility: The ability to work flexible hours, including nights, weekends, and holidays, as many front office roles require coverage 24/7.
  • Adaptability: Responding to unexpected situations, such as overbookings, emergencies, or last-minute changes, while maintaining a positive guest experience.
Desired candidate profile
  • Check-in and Check-out: Front desk agents are responsible for efficiently checking guests in and out, ensuring a smooth and seamless experience.
  • Guest Assistance: Providing information about the hotel's amenities, services, and local attractions. Answering questions and resolving guest issues.
  • Handling Reservations: Managing reservations made through phone calls, emails, or online booking platforms. Ensuring accurate room availability and updates in the reservation system.
Workplace Environment
  • Customer-Focused: The Front Office is the face of the hotel, with staff interacting directly with guests throughout the day.
  • Dynamic Environment: Front Office professionals often deal with high-pressure situations, especially during busy check-in or check-out periods, requiring them to stay calm and focused.
  • Collaborative Team: The Front Office team works closely with other departments to ensure the guest's stay is comfortable and that any issues are addressed promptly.
Career Growth Opportunities in the Front Office
  • Front Office Manager → Overseeing the entire front office operations, including supervising the front desk team and handling guest relations.
  • Guest Services Manager → Managing the entire guest services department, including concierge services, and overseeing guest satisfaction programs.
  • Revenue Manager → Focusing on pricing strategies, maximizing room occupancy, and ensuring the hotel's profitability.
  • Hotel Operations Manager → Taking on broader responsibilities, overseeing the hotel's operations, including front office, housekeeping, and food & beverage departments.
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