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

    Juma Al Majid Holding Group L.L.C.
    Juma Al Majid Holding Group L.L.C. Dubai, United Arab Emirates

    2 days ago

    Default job background
    Description

    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.
    • Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations.
    • 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 material books to be used in serial order (e.g. rebates receipts books etc.).
    • Transport request to be recorded and forwarded to the Concierge in his absence.
    • Assists the Front Office Manager when requested.
    • Attend meeting and training required by the Front Office Manager.
    • Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
    • Maintain own working area and materials clean tidy and in good shape; reports defective materials and equipment to the Front Office Manager.
    • Hotel fire bomb and emergency procedures.
    • Hotel facilities and nearby places of interest and services (i.e. hospitals petrol stations tourist sights)
    • Hotel and corporate marketing and promotional programs.
    • Corporate clients and clients generating high business volume.
    • Show involvement and be interested in environmental and/or social issues by participating in hotel s Environmental and departmental activities.
    • Any other duties as assigned by the supervisors.


    Requirements

    2 years of experience as Front Office Agent.

    Customer Service, Communication skills, Computer literacy, Active listening, Interpersonal communication, Answering Phones
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