Customer Service Representative

Front Desk Agent Role

This position requires a friendly and approachable individual to provide exceptional customer service to our guests. As a Front Desk Agent, you will be the first point of contact for our hotel, so it's essential that you have excellent communication skills and can handle any situation with poise and professionalism.

Key Responsibilities:

• Ensure prompt, courteous, and efficient service to all guests.
• Personalize guest interactions by greeting them by name and offering assistance with check-in, room familiarization, and hotel activity inquiries.
• Maintain up-to-date knowledge of hotel information, local services, and events to respond to guest queries.
• Accurately administer cashiering standards and comply with established systems, policies, and procedures.
• Process payments, exchange currency, and post charges in a timely and efficient manner.
• Check and close bills on shift correctly and balance accounts at the end of the shift according to company standards.
• Use computerized Front Office systems to process accounts from check-in through to check-out, ensuring accurate postings of all incidental charges.
• Maintain awareness of guest profiles through Opera PMS guest history and update those accordingly for future reference.
• Deal swiftly and sensitively with guest complaints and follow through.
• Provide helpful and prompt personalized telephone service to all guests.
• Maintain an up-to-date knowledge of Front Office equipment and how to use these.
• Actively elicit guest feedback and preferences regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.
• Regularly check that the reception is organized and operating with an efficient standard.

General Responsibilities:

• Maintain effective communication with other departments to ensure smooth service delivery.
• Share knowledge and skills with colleagues.
• Ensure fellow colleagues follow safety rules and operating procedures.
• Maintain a favorable working relationship with all hotel employees to foster and promote a cooperative and harmonious working climate.
• Demonstrate pride in the workplace and personal appearance at all times when representing the hotel.
• Promote efficiency, confidence, courtesy, and high standards of social skills.
• Take ownership for personal development and practice regular self-assessment on own performance for career growth.

Occasional Responsibilities:

• Report any equipment failures/problems and pass maintenance requests to the Maintenance department.
• Assist Front Office supervisory positions in any task outlined/detailed and comply with any reasonable request made by management.
• Attend behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.
• Attend regular On Job & Classroom Training on Front Office techniques and operating systems.
• Participate in Training/Development schemes as recommended by senior Management.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established Policies & Procedures to achieve overall objectives of this position.
• Communicate promptly and efficiently guest complaints and compliments to Management/Guest Relation.
• Keep immediate supervisor promptly informed of all problems or unusual matters of significance.
• Ensure maximum room revenue through up-selling within stipulated guidelines.
• Be actively involved in promoting and selling the company's loyalty program, Food & Beverage events, and hotel/company partners.
• Adhere to provisions outlined in the Employee Handbook, Disciplinary/Grievance Code, and Rules & Regulations.
• Reduce waste materials and supplies by adhering to departmental guidelines on re-using and recycling.
• Conserve water & energy by adhering to environmental/energy conservation checklist for area and participate in activities concerning the protection of the environment.

Legal Responsibilities:

• Ensure standards required by Law and by Management are maintained at all times in the areas specified above.

Requirements:

• Experience is an asset.
• Prior experience working with Opera or a related system.
• Strong interpersonal and problem-solving abilities.
• Fluency in English, additional languages are a plus.