Front Desk Agent

About the role Ensures all guests who visit the hotel receive a level of service and hospitality that exceeds their expectations by giving an added value experience through attention to details and continuous customer focus. Handles all systems and procedures connected with Front desk - check in, check out, cashiering, night reception functions, auditing functions, luggage handling, hotel information, guest etiquette and other allied Front Office tasks. Projects an image of courteousness and hospitality while handling guests, monitoring the operations flow within the Reception. Key accountabilities include: Operational • Monitors room status in order to obtain the maximum room revenue with maximum occupancy and service quality to provide guest satisfaction. • Provides prompt, courteous and efficient service to all guests from arrival till departure. Ensures guests are personally greeted by name, if known, and escorted to their room to make them feel expected and welcomed. • Conducts in room and hotel familiarization and assists guests with hotel activity enquiries/requests maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to provide informed response to guest queries. • Carries out a thorough shift handover at the beginning and end of each shift and checks that all items requiring attention are detailed in reception logbook and initialed once completed, ensuring the same is followed by all FDA's. • Accurately administers Front Desk cashiering standards and complies with all laid down systems, policies and procedures. • Receives payments adhering to the company credit policy. Anticipates sold out situations and knows how many rooms are overbooked. Maintains an awareness of rate levels to be sold on a daily basis and the occupancy levels. • Ensures that bills on shift are checked and closed correctly before balancing accounts of days business at end of shift according to company standard and policy. • Ensures that own accounting auditing practices as well as for all FDAs are in line with company requirements. • Provides currency exchange, process miscellaneous charges and posts charges. • Handles guest complaints on the spot concerning Front Desk Service and shares the information with other departments if necessary. Notifies the Front Desk Manager/ Operations Manager of any guest complaints. • Is aware of all expected VIP arrivals and departures and those already in-house and is familiar with the names, affiliation and room numbers as an indication of personal courtesy and recognition