Front Desk Agent

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QUALIFICATIONS AND JOB DESCRIPTION

FRONT DESK AGENT

To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange and assisting guest with inquiries.

KEY ROLES & RESPONSIBILITIES

• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
  
• Maintain cashier float and ensure accurate daily report of all money received
  
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
  
• Keep abreast of all modifications to accounting policies and procedures
  
• Attend to guests’ request of using the service of safety box at all times
  
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
  
• Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
  
• Is familiar with other Hyde properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Hyde property
  
• Ensure that the guests depart the hotel with a positive impression of hotel service
  
• Perform the audit balances and prepare all reports for audit in an orderly fashion
  
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
  
• Maintain comprehensive knowledge of standard reservation procedures
  
• Maintain exemplary department standards of behavior and appearance and attitude
  
• Ensure front desk work area is kept clean and in an orderly state at all times
  
• Is fully aware of the Credit policy
  
• Adhere to OH&S policies and procedures
  
• Perform related duties and special projects assigned
  

PERSONAL ATTRIBUTES

• Strong written and verbal communication skill in English
• Able to develop rapport with and gain support from Colleagues and Management staff
  
• Ability to work cohesively with co-workers as part of a team
  
• Ability to focus attention on guest needs, remaining calm and courteous at all times
  
• Ability to promote positive relations with all guests and patrons
  
• Able to exercise good judgment with difficult guests
  
• Understanding and ability to work in a multi-cultural environment

QUALIFICATIONS

• Post Secondary Education or relevant qualifications in Hotel Management

EXPERIENCE

• Minimum 2 years experience preferably in a five star hotel