Front Desk Agent - Dubai, United Arab Emirates - Juma Al Majid Holding Group

Juma Al Majid Holding Group
Juma Al Majid Holding Group
Verified Company
Dubai, United Arab Emirates

2 weeks ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

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Description

Job Information:

Industry

  • Hotels and LodgingCity
  • DubaiState/Province
  • Dubayy (Dubai)Country
  • United Arab EmiratesZip/Postal Code

TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

  • Receives guests in a friendly and efficient manner. Up sells rooms to optimise revenue and achieve a high average room rate.
  • Checks the daily arrival list / Departure list.
  • Followsup and verifies arrivals by updating registration cards in regard to spelling of guest's name, address and method of payment.
  • Allocates rooms and issues appropriate keys.
  • Welcomes customers to the hotel.
  • Meets and responds to customer requests for information about the hotel and its surroundings.
  • Arranges for special services requested by the customer.
  • Stays current with developments in the hotel by reviewing the communication logbook each shift, updates logbook for next shift.
  • Arranges fulfilment of customer services by working with Operators, Bell Staff, Maintenance, Housekeeping, Reservations.
  • Follow up and ensure backups for complimentary & upgrade rooms are in place.
  • Handles incoming guest room reservations after office hours.
  • The Front Office agent is aware, always, of current room status and room availability.
  • The Front Office agent is fully aware of Jood Hotel Apartments service concepts.
  • The Front Office agent is fully aware of, and knows how to handle, all current and future hotel promotions.
  • Utilises yield management to maximise room revenue.
  • Minimises loss of revenue by adhering to all established credit procedures.
  • Ensures all guests establish credit upon checkin.
  • Monitors customer accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
  • Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
  • Receives proper approval codes for credit card paying customers.
  • Identifies and records special billing instructions and notifies accounting and Front Office Manager.
  • Communicates effectively with guests, colleagues, and supervisors.
  • Demonstrates teamwork by cooperating and assisting colleagues as needed.
  • Handles difficult situations in a professional manner.
  • Keeps effective guest key control.
  • Ensures that guest mail and messages are delivered promptly.
  • Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel's guests.
  • Issues safety deposit boxes to guests upon request and controls the same.
  • Uses the ABC antecedent (A), behaviour (B) and consequence (C) approach to respond to negative comments and complaints; and notifies Front Office Manager immediately for appropriate followup.
  • Adheres to walkin minimum deposit procedures as per mandatory accounting policies.
  • Records wakeup calls given at the counter and endorses them to the Telephone Operators and verifies wakeup call sheet before shift end.
  • Communicates to the Manager on shift immediately on Sleepout no luggage.
  • Always comply with CID Procedure.

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

  • To have fully conversant with the hotel Opera system and reservation procedure.
  • The Front Office is able to operate switchboard, photocopy machine, room keys equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.

SECURITY, HEALTH, AND SAFETY

  • Ensures that own cash is always secure.
  • Ensures all discrepancies in own cash are declared to the Front Office Manager and Financial Controller.
  • Ensures that guest details and room numbers are not disclosed.
  • Maintains high confidentiality regarding guest privacy.
  • Reports any suspicious behaviour of guests and staff to the Front Office Manager and Security.
  • Notifies Front Office Manager and Housekeeping Manager regarding lost and found objects.
  • Anticipates possible and probable hazards and conditions and notifies the Service Manager.
  • Fully understands the hotel's fire, emergency, and bomb procedures.
  • Follows emergency procedures to provide for the security and safety of guests and employees.
  • Works in a safe manner that does not harm or injure self or others.
  • Maintains the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct.
  • Adheres to paidout limitations and consults the Manager on shift for any amounts over limit.

MISCELLANEOUS

  • Always displays a positive attitude.
  • Setting up Reception Counter with Reg. Cards, keys, Folios, credit card slips and envelopes prior to commencing work.
  • Handles foreign currencies, checks signature on Traveller's cheques along with passport copy.
  • Attach alerts on system or communication to registration card for any flaws, to rectify error before guest departure.
  • Messages for parcels and mail should be recorded correctly in the "Items left by guest for collection" book.
  • Printed mater
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