Job Description

FRONT OFFICE AGENT

Responsible for all activities relevant to the Front Desk such as the reception, check in/out, rooming of all Hotel guests, foreign Exchange and assisting them with enquiries.

Operations

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity.
• Maintains intimate knowledge of departmental standards and procedures.
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
• Maintains cashier float and ensures accurate daily report of all money received.
• Cashes hotel guest's personal and assists with currency exchange.
• Keeps abreast of all modifications to accounting policies and procedures.
• Responsible and attends to guest's request and special attention.
• Knowledgeable of all special promotion procedures, for programs such as;
• Seasonal Packages, Frequent Flyers Programs, and Melia Rewards Loyalty programs.
• Attends to guest's complaints, inquiries and requests, referees problems to Front Desk Supervisor/Duty Manager if he/she unable to assist.
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
• Performs the audit balances and prepares all works for audit in an orderly fashion.
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival.
• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems.
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times.
• Endeavors to maintain the high standards of the hotel with particular regard to the importance of Melia Rewards member and other VIP/VIP and with reference to hotel and to be a health or safety hazard.
• To have product knowledge of the Hotel, Food and Beverages outlets operating times and other guest facilities available.
• Maintain exemplary department standards of behavior, appearance and attitude as expected in INNSiDE by Melia Brand.

EDUCATION AND TRAINING:

High School or Vocational Certificate in Hotel Management/Hospitality & Tourism or equivalent. Professional Training in Room Division/Front Office

LANGUAGES:

Fluent English, a second language will be an advantage (better if it’s the same where the hotel is based)

SPECIFIC KNOWLEDGE:

Front Office knowledge and system proficient in the use of Microsoft Office and PMS & Opera System