Front Office Agent

• Under the guidance and supervision of the Front Office Manager and within the limits of the established Mvenpick Hotels & Residences policies and OSM (Operational Standards Manual) his/her responsibilities are to ensure all guests are given a personalized warm friendly courteous and efficient service at the Main Reception and to ensure all aspects of the department are handled efficiently and effectively.

• Strong accent is to be given to the hospitality towards the guest. This is ensured through maximum recognition and attention from arrival through departure. He/she is the haven for all sorts of problems that might occur to guests and therefore the first problem solver. This involves a high degree of accurate communication skills between the departments involved.
• Close coordination between all involved departments e.g.  Front Office Housekeeping Recreation as well as Food and Beverage regarding guest needs
• Assisting his/her supervisor in implementing supervising and adhering to the Operational Standards as well as the Hotels internal procedures for guest treatment
• Must be thoroughly familiar with Front Office and Recreation procedures as well as with related Mvenpick Operational Standards
• He/she recognizes arising guest problems and complaints early enough to satisfy the guest as early as possible to reach the target of zero complaints.

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  Key Deliverables and Responsibilities

  Planning & Organizing:

• Organisation of Repeat Guest filing administration
• Upkeeping of Hotel/Guest Information booklets and pamphlets.
• Cooperation with Housekeeping / F&B and Front Office.
• Room allocation identify guest needs.
• MIPs & RIPs preparation.
• Awareness of outside activities/recreation etc.
• Perform as per OSM Standards and in line with the Companys Values and Core Behaviours.
• Be fully aware of the daily information and activities.
• Properly groomed at all times
• Drive Cherish and Guest targets to be met.
• Show fullest cooperation and respect within the team and other departments

• Operations:

• Prepare for daily VIPs arrivals in terms of room allocation amenities and special requests of Guests.
• Keep welcome pack ready for VIP arrival (Reg.cards room keys welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally alert FOM & MOD on arrival.
• Escort VIP gussets to their rooms.
• Greet all guests upon arrivals and departure.
• Update guest information into the computer after a complete check in.
• Good knowledge of cashiering duties foreign exchange transactions and settlement upon Guests departure.
• Updating RGR (Repeated Guest Ratio) report on daily basis.
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
• Good communication with GMs PA in order to complete all ExOffice requests regarding potential MIP arrivals.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Have knowledge of the hotel rate codes package segmentation discounts and how to handle each.
• Follow up with Concierge regarding shuttle Bus timings.
• Daily courteous calls to VIP rooms so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book verify outstanding and follow up pending. Identify if any special assignment for the day
• Reannounce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken as well as for the next day.
• To arrange for bouquets cake and cards in case of guests anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day he has to communicate all information that the next shift has to know for a well running of the operations.
• Reviews Guest Comments daily and reply to all of them consult the FOM when complains accurse.
• To effectively handle all guest complaints concerning the Front Office in coordination with the Front Office Manager taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments informs General Manager.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Check Hotel / Residences situation occupancy functions groups VIPs.

Remote Work :

No

Employment Type :

Fulltime