Job Description

REQ14613 Agent, Front Operations (Open)

POSITION SUMMARY:

The Agent, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Mediterranean in accordance with departmental set service standards

PRIMARY RESPONSIBILITIES:

• Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room, confirming and executing account payment in accordance with established credit procedures.
• Maintains a complete knowledge of Hotel’s features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• Maintains exceptional customer service to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood
• Ensures quality standards and procedures are followed for all guests
• Updates guest information and profile details for all guests
• Understands rate structure and promotional rates available
• Contributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms, transportation services and other products where appropriate to guests
• Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest
• Obtains feedback from guests to improve services and facilities
• Takes reservation from guests over desk and after-hours reservations when required
• Attends daily briefings and ensures pass-on information is seamless
• Attends scheduled employee training and periodic reviews on generic hotel training
• Adheres to and complies with all the Company’s policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times
• Reports accidents, injuries and unsafe work conditions to supervisors
• Looks out for any person behaving in a suspicious manner and informs Security accordingly
• Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks, reporting of malfunctioning or maintenance deficiencies to appropriate area
• Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues
• Performs other reasonable job duties as assigned by supervisors from time to time

KEY PERFORMANCE INDICATORS:

• Excellent knowledge of all products and services offered by City of Dreams Mediterranean
• Continuous progress of Technical Skills
• Positive Customer Feedback

QUALIFICATIONS:

Experience

• 1 year of Receptionist experience in a 5-star luxury hotel is preferred

Education

• Secondary-level education

Skills / Competencies

• Computer literate
• Excellent interpersonal and customer service skills
• Professional written communication skills
• Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded

PERSONAL COMPETENCIES:

• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Communicates effectively
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable
• Can stand for a long period of time