Front Desk Agent

Job description / Role

Employment: Full Time

Company description

Why work for Accor? We are far more than a worldwide leader. We are more than 240,000 women and men who share something unique. Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences. Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion.

Raffles the Palm

Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

The portfolio currently comprises nearly twenty luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job description

To manage all activities relevant to the front desk such as the reception, to be responsible for all activities relevant to Raffles Club, check in / out, cashiering, foreign exchange and assisting guests with inquiries.

• Greet guests at all times in a friendly and helpful manner when entering Raffles Club or approaching the front desk
• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guestsu2019 personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guestsu2019 request of using the service of safety box at all times
• Be knowledgeable of all special promotion procedures for programs such as seasonal packages, frequent flyers programs, and also hotels group loyalty programs
• Attend to guestu2019s complaints, inquiries and requests, refer problems to supervisor/assistant manager if he/she is unable to assist
• Liaise closely with butlers and other departments to escort and do follow-ups on guest requests or requirements
• Be familiar with other Raffles properties so that guest indicating any next destination on the registration card can be 'sold' an onward booking to another Raffles property
• Ensure that the guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior, appearance and attitude
• Ensure front desk work area / Raffles Club area is kept clean and in an orderly state at all times
• Be fully aware of the credit policy
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

• Post secondary education or relevant qualifications in hotel management
• Minimum 2 years guest relations experience preferably in a four or five star hotel

• Strong written and verbal communication skill in English
• Able to develop rapport with and gain support from colleagues and management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all guests and patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

Company Industry: Travel, Hotel & Tourism

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