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Front Desk Agent

Abu Dhabi
Posted: 23 May, 2020

Job Descriptoin

Job Description:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Maintain complete knowledge at all times of:
a. All hotel features/services, hours of operation.

b. All room types, numbers, layout, decor, appointments and location.

c. All room rates, special packages and promotions.

d. Daily house count and expected arrivals/departures.

e. Room availability status for any given day.

f. Scheduled daily group activities / VIP’s.

  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
  • Meet with Supervisor to review daily assignments and priorities.
  • Meet with departing Front Desk Agent to review business status and follow up items.
  • Access all functions of computer system.
  • Set up work station with necessary supplies.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the Front Desk.
  • Process all guest check-ins.
  • Confirm reservation in system and review all noted information.
  • For guests without a reservation, sell a room type agreed upon.
  • Register guest in the computer.
  • Verify reservation information with the guest (departure date, room type).
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Assign guest room
  • Advice guest of any messages, mail, faxes, etc. received for them.
  • Communicate services and amenities of the hotel to guests.
  • Obtain proper identification for tax exempt guests and attach form to registration card.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Maintain guest history files on all guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
  • Handle overbooked or “walked” guests.
  • Accommodate room changes.
  • Document all guest requests, complaints or problems.
  • Take record and relay messages accurately, completely and legibly.
  • Accept and record wake-up call requests; deliver to PBX.
  • Issue safe deposit boxes to guests and ensure security of keys.
  • Distribute all guest and department mail.
  • Monitor, send and distribute guest faxes.
  • Document and confirm reservations and cancellations.
  • Block rooms in computer and follow through on designated requirements.
  • Pre-register designated guests and prepare key packets.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Generate, print and distribute daily and weekly reports.
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Resolve any late charges.
  • Present folio to guest and resolve any disputed charges.
  • Settle guest accounts.
  • Retrieve guest room key from guest.
  • Solicit guest comments on their stay.
  • Process express check-outs.
  • Handle requests for late check-outs.
  • Conduct group check-ins/outs.
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
  • Adhere to all cashiering procedures:
a. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

b. Make change for guests.

c. Cash guests' personal checks/travelers checks.

d. Post charges.

e. Run closing reports.

f. Count and secure bank.

g. Complete designated cashier reports.

h. Balance receipts.

i. Drop receipts.

  • Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
  • All other duties as required.
  • Experience: Previous experience as a Front Desk Agent.
  • Education: High school diploma.
  • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy;
prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

  • Technical Skills: Ability to input and access information in the property management

  • Language: Required to speak, read and write English, with fluency in other languages preferred.
  • Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various
physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

  • Licenses & Certifications: None required.

Rosewood Hotels & Resorts - 18 months ago

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