Front Office Front Desk Agent
Hotel Spadai
Total years of experience :16 years, 4 Months
• Dealing with bookings by phone, e-mail, letter, fax or face-to-face.
• Completing procedures when guests arrive and leave.
• Choosing rooms and handing out keys.
• Preparing bills and taking payments.
• Taking and passing on messages to guests.
• Dealing with special requests from guests (like booking theatre tickets or storing valuable items). • Answering questions about what the hotel offers and the surrounding area.
Main responsabilities:
• Deliver excellent customer service, at all times.
• Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail.
• Administer all reservations, cancellations and no-shows, in line with company policy.
• Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.
• Report any maintenance issues immediately to line manager, including all furniture, fittings and equipment.
• Provide reports, as required, for housekeepers and management.
• Maintain personal knowledge by completing in-house training and workbooks.
• Always adhere to all company policies and procedures and licensing laws.
• Carry out instructions given by the management team and head office.
Direct, coordinate, and participate in merchandising tour - operator services such as sale of hotel rooms, transportation, tailor made travel experiences.
Planning customer travel and itineraries, booking functions, calculating costs for transportation and accommodations from current cooperation agreements with suppliers as hotels, villas, luxe car hire.
Coordinate sales promotion activities, approve advertising copy.
Involved in the development of marketing strategies for the company.
Conducting market research and competitor analysis.
Assisting in the collection of overdue invoices from clients.
Spending time in the field liaising with major customers on technical points of contact.
Strong decision making abilities, excellent attention to detail, time management and organisational skills.
Able to think creatively, strategically and analytically.
Customer care.
Translating, active listening and speaking.
Negotiation.
Attention to detail.
Complex problem solving.
French as a main language. English as a second language. Teaching strategies and sharing knowledge. Strategies of coordinating groups of people. Educational psychology.
