Front Desk Agent
Media Rotana Hotel
Total years of experience :13 years, 6 Months
• Welcoming guests to the hotel in a polite, friendly and helpful manner.
• Dealing with late arrivals and assisting with early checkouts.
• Check out departing guests using the hotel’s accounting system.
• Taking payment from guests in the form of cash or credit cards.
• Answering telephone inquiries promptly & professionally & transferring calls on.
• Being a point of contact for guests should they have any queries.
• Arranging for brief tours of the hotels rooms and facilities.
• Operating switchboard and directing calls appropriately.
• Dealing with and resolving customer complaints.
• Checking function sheets.
• Managing group bookings for conferencing, the restaurant and accommodation.
• Keeping up to date on all hotel products, services, pricing & promotional offer.
• Maximize sales revenues through up selling and marketing programmers.
• Ensuring all relevant paperwork has been completed at the end of shift.
• Handling over booking.
C/in, C/out, handling complaints, walk in sale, hand over
• Supervising Reception operations including check in/out procedures by standards way.
• Providing Front Desk Staff with necessary training and support as directed by management.
• Supervising and monitoring activities of all Front Desk staff making sure they adhere to the Hotel’s standards of excellence and to the Hotel’s policies.
• Acting as manager on duty for the hotel in the absence of the Assistant Manager.
• Handling complaints, problem, disturbances, special requests and any other issues.
• Greeting, check in, and check out guests; handle walk-ins, stay-overs and room changes.
• Handling reservations, and direct incoming calls to necessary departments and co-workers.
• Explaining incidental guest charges and correcting any mistakes
• Developing a thorough knowledge of the properties, their rooms and amenities
• Counting the cash drawer on required shifts, handling cash and giving change; balance cash, credit card and check
• Handling payments with the night auditor. Possess knowledge of credit card and check cashing policies and adhere to them.
• Providing information to housekeeping guest room’s arrival and departure status, requests, VIPs, room or date changes, and other pertinent information.
• Monitoring the appearance, standards and performance of the Front Office Team.