Front Office Agent
2 weeks ago
Job Description Department: Rooms Division, Front Office & Guest Services Location: United Arab Emirates - Dubai Description The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel. Key Responsibilities - Check in the arriving guests and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards. - Ensure that LQA results are above 85%. - Upon check-in, register guests and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest's method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers. - Upon departure of guests, process the guest check-out procedures. Inquire for last-minute charges. Receive payment from guests. Settle the guest account and give a copy of the invoice. - Handle all front office cashiers transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of the shift, balance their cash float. - Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information, and take appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with complaints. - Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins, and special requests. - Keep themselves informed of product and service knowledge as well as the hotel's daily and meeting activities. - Possess a working knowledge of the room reservation procedures. - Maintain the neatness of his/her working area. Job Requirements - Operational knowledge of front desk operations - Luxury Hotel Experiences - Communication skills - Brief knowledge of hotel operations and computer systems - Knowledge of Microsoft Office (Word, Excel, and PowerPoint) - Knowledge of Opera About Kempinski Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury. Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments, and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine, and unrivaled facilities - complemented by impeccable service. For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility, and efficiency. Put simply, they are the first choice for the discerning individual. In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
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