Front Office Agent

Position: Front Office Agent (Full time #‎528423)
Property / Office: Al Faisaliah Hotel, Riyadh
Location: Riyadh, Saudi Arabia
OBJECTIVES, RESPONSIBILITIES AND COMPETENCES

‎3.1. OBJECTIVES

• Ensures the highest possible guest satisfaction.


• Acts promptly on issues and concerns in his field of jurisdiction.


• Maintains the communication with Butler during check-in and check-out of guests.


• Maintains the Minimum Operating standards.

JOB PARTICULARS:

• Presents himself well dressed, well groomed with perfect personal hygiene with a smile.


• Attends the daily briefing


• Is responsible for a proper take over.


• Checks the logbook at the beginning of his duty and uses the book for information and initial it.


• Reviews the arrival list as well as the guest's profile for any special requests.


• Assigns all the arrival rooms before guest's check-in and prepare the key booklet.


• Prepares the room key, key booklet with guest information, for VIP and Suites before arrival.


• Takes reservations whenever the Reservations department is busy or in their absence according to the set procedure.


• Checks the method of payment (cash deposit, credit card, charge letter) before the guests check-out considering the departure date.


• Handles the cash as per set guidelines by the Accounting Department.


• Coordinates with Butler and Reservations the blocking of rooms according to the guest profiles.


• Attends to telephone calls in a professional manner, as per set standard and procedure.


• Attends to check-in of guests in a professional manner.


• Applies the hotel policy regarding the walk-in guests deposits and late charges.


• Addresses the guests by name.


• Presents the registration form in the proper folder.


• Any discount request from guests should be referred to the Assistant Front Office Manager.


• Is responsible for the enforcement of formalities and establishes the proper identity of each guest.


• Ensures availability of sponor's letter for single ladies, follow the regulations regarding couples and visitors to hotel rooms.


• Calls the butler before check-in the guest to the room, to arrange the welcome drink.


• Ascertains reconfirmation of the departure dates.


• Is responsible for re-confirming with the guests on the method of payment and expected number of nights stay upon their check-in.


• Is responsible for posting all non-interfaced revenues to the appropriate account.


• Applies the corporate rate to guests who are entitled to such facility.


• Escorts all guests to their allocated rooms (Arabic speaking guest to be escorted by Arabic speaking receptionist).


• Upsells the facilities, aware the day to day activities.


• Explains the hotel facilities and any special on-going events while moving with the guest to his room.


• Applies Room Orientation, explaining all the equipment and lighting features functions.


• Passes the guest feedback to the Asst. Front Office Manager or the Asst. Rooms Division Manager.


• Listens to the guests' wishes and acts promptly.


• Follows the night shift check list


• Follow the LQA standard in all aspects, i.e upon check in and checkout procedures.


• Updates the guest profile and any special remarks.


• Is responsible for keeping the supporting documents on all guest charges in the right slots and attend them with the invoice.


• Is aware of the credit limit for the in-house guests and follows up accordingly.


• Prepares the void, adjustments and corrections report for his shift and obtains the approval of the Assistant Front Office Manager.


• Keeps his work area clean and tidy.


• Hands-over his shift properly.


• Ensures the approved cash float in small notes at the beginning and end of the shift.


• Is accountable for any cash shortages from his drawer during his shift.


• Deposits any substantial extra cash in cash deposit box.


• Carries out duties that may from time to time be assigned to him by the Asst. Front Office Manager or the Front Office Manager.


• Follow accordingly the MO Standard Operating Procedure
  Advertised: ‎10 Apr ‎2022 Arab Standard Time
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