Job Description

I. BASIC PURPOSE / JOB BRIEF:

A Front Office Agent is responsible for delivering a quality guest service experience by providing check-in, check-out and related services to guests and visitors.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Supports the guest recognition programs and promotions of the Company (e.g. Loyalty Programs and Rewards Program by Casino, etc)
• Perform check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room and confirming and executing account payment
• Ensures that the individual cash float is balanced and reports have no discrepancies
• Handles all Front Office related calls, email and reports for the Front Office Command Center
• Supports the up-selling program of Front Office and promotes the hotel services
• Conducts the night audit tasks such as balancing of transactions and gathering of all paper works to be submitted to Finance
• Conducts foreign currency exchange for in-house guests
• Maintain current product knowledge of events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice
• Attends training programs as set by other departments and external set by the hotel
• Ensures service standards are met or exceeded in accordance with the Forbes Travel Guide or audits set by the hotel
• Performs other job related duties assigned by his/her superior.

III. JOB SPECIFICATIONS:

Educational Requirement:

• College Level of any course or equivalent professional training

Experience Requirement:

• 1 year working experience at the Front Office preferably in a 5 star hotel

Skills and Attributes:

Technical Skills:

• Proficient in MS Office
• Has complete knowledge of operational systems in Front Office such as Opera Property Management System, Vision, Guest Experience Software System (GESS), Salto, Agilysis Desktop, Digivalet Dashboard, EDC Machines and machines

Other Qualifications:

• Displays exceptional commitment to improving customer service
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Fluent in oral and written English
• Knowledge of other language is an advantage
• Service-oriented, self-motivated and team player