Front Office Talent

Position Description - Front Office Agent

YOUR PLACE

Show your passion for delivering exemplary customer service by adopting the “Go MAD” philosophy, striving to ensure each customer experience is memorable. Be responsible for cashiering, allocations, check-ins and check-outs and attending to general customer enquiries during the shift.

Department: Front Office

Reporting to: General/Hotel Manager, Front Office Manager and Senior Front Office Management Team

YOUR NETWORK

Internal: Senior Managers, Concierge, Reservations, Housekeeping, Maintenance and team members across all departments

External: Customers, potential customers, visitors, vendors and contractors

WHAT TO EXPECT

Key Responsibilities

• Maintain immaculate presentation and grooming, wearing designated uniform and name badge at all times.
• Actively contribute to the attainment of hotel objectives and targets as outlined by your manager.
• Greet guests by name where possible and ensure the smooth running of the daily check-in/check-out process for the hotel.
• Complete check-in, check-out and cash/payment procedures.
• Maintain accurate information and records including the correct guest details and linking guest profiles.
• Complete guest welcomes and farewells as per brand standards.
• Be familiar with all room types, rates and services provided by the hotel, and be prepared to ‘sell’ at all times.
• Assist guests with special requests, general information, transportation, event tickets, restaurant, airline reservations and any other reasonable requests as they arise.
• Answer, cheerfully and promptly, all incoming telephone calls and in-house guest requests to ensure their accurate distribution to all hotel guests, visitors and team members.
• Resolve guest complaints in a timely and professional manner, referring them to a supervisor if necessary.
• Collate and report industry information regarding occupancy and rate (where directed).
• Maintain a dynamic ‘Guest Services Directory’ in the Property Management System (PMS), with local and essential information for your hotel.
• Maintain an up-to-date guest history and ensure the latest information is retained in the record.
• Maintain effective communication at end of shift to ensure a smooth transition for the next shift.
• Process guest mail, messages and deliveries in an accurate and timely fashion.
• As directed complete wake up calls and ensure they are completed on time.

Team Focus

• Maintain clear and concise communications with all departments and management regarding special requests, guest requirements, and general hotel events.
• Assist the housekeeping, restaurant, conference and front office departments as directed by your supervisor/manager.
• Assist other departments on busy days and complete any other duties as requested by the department Supervisor or Manager to meet business demands.

Knowledge and Development

• Attend and actively participate in training programs as required.
• Put into practice in the business all TFE training that has been completed.
• Where possible cross train in night audit and night reception duties.
• Maintain up to date knowledge of all key events and what is happening in the city, as well as key information to assist guests e.g. bus/tram numbers and timetables.
• As directed take on tasks including but not limited to accounts payable, accounts receivable, purchasing and rate yielding as required.
• Demonstrate sound knowledge to deal with any issues that arise during the shift including relocating guests to sister properties if the hotel is overbooked.
• Be aware and abide by the privacy act with respect to all customers.

Departmental Policies & Procedures

• Ensure the company code of conduct and team handbook are adhered to.
• Understand relevant departmental policies and procedures, and abide by these team member guidelines at all times.
• Adhere to TFE hotels credit and account policies and procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and all charges are correct and posted prior to checkout.
• Audit the daily activity of all front office operations, to ensure all activities are performed accurately and completed in accordance with established policies & procedures.

Workplace Health & Safety

• Maintain a tidy, clean and orderly appearance in all areas.
• Have a full understanding of emergency procedures.
• Ensure a safe work environment is maintained through preventative action including using appropriate protection equipment, correct storage and maintenance of chemicals, correct use and maintenance of equipment and machinery, prompt cleaning and removal of spillages and obstructions, reporting all faults, accidents and near misses and ensuring the correct manual handling techniques are used.
• Understand TFE Work Health and Safety policies and procedures and abide by them at all times.
• Ensure all Work Health and Safety procedures are adhered to within the Department.
• Report hazards, near misses and accidents at the workplace immediately.
• Ensure security procedures for stores, cash, premises, team members, equipment and chemicals is implemented and maintained in accordance with TFE policies and procedures.
• Ensure guest security and privacy is maintained at all times.

THE ESSENTIALS

• You have immaculate presentation and grooming and wear the appropriate uniform and name badge at all times, with pride
• You understand and follow our company code of conduct, team member handbook and relevant departmental policies and procedures.
• You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are front of mind at all times.
• Any hazards, near misses and accidents at the workplace are reported immediately.
• Guest and team member security and privacy is of utmost importance and you maintain this at all times.

YOUR LEADERSHIP CAPABILITY

• You have a hunger to learn and approach new activities with a positive mindset.
• You collaborate with your Manager on personal development and are open to constructive feedback.

Accountability & Ownership

• You take accountability for your role, actions, learnings, successes, and mistakes.
• Operating with integrity and honesty are of the utmost importance to you.

• You’re self-aware of your own thoughts, emotions and responses and how to manage and regulate them, especially under pressure.
• You understand the impact of body language, verbal comments and tone and can also read others’ responses and feelings through these cues.

Collaborative Relationships

• You’re a team player and happy to help other departments when needed to achieve overall team goals.
• You actively listen to others and contribute to team interactions.

• You’re ace at building rapport with colleagues and guests.
• You listen to and acknowledge others’ feedback, ideas and also share your own.

Communicating

• You communicate concisely, confidently and with warmth and respect.
• You engage with direct eye contact and positive body language.
• Don’t forget to always use guest and team member names.

Driving Performance & Results

• Your can-do attitude shines when doing any task and you don’t shy away from a challenge, in fact you volunteer for them.
• You understand how individual actions contribute to team goals.

Planning & Execution

• Tasks are completed promptly and efficiently whenever you’re involved and always to deadline and according to the right procedure.
• You’re focused, have high attention to detail and respect others’ time too.

• Adapting to new leadership, processes, requirements, or culture is a smooth transition for you and you speak positively about to change to bring others on board.

Business Judgement

• You understand Balanced Scorecard metrics and concepts of ADR, RevPAR, occupancy and F&B productivity metrics.
• You know what your team goals and KPIs are and work with them in mind.

• Guests have your undivided attention. You connect with them and personalise your service to make a difference to their stay.

Commercial Acumen

• You’re a proactive problem solver – you analyse facts and customer information to make sound and logical decisions.

Developing Culture & Engagement

• You understand where your role fits within the goals of the business and you contribute to the achievement of these goals.
• You listen to, consider and embrace diversity and new ideas and styles.

Attracting & Developing Talent

• You share your on-the-job knowledge with others and you’re a TFE ambassador when it comes to referring future/potential team members.

MORE ABOUT YOU

Qualifications

• Diploma of Hotel/Hospitality Management desirable but not essential.

Knowledge

• Solid organisational skills - eye for detail coupled with a strong ability to proactively identify priorities and manage multiple tasks, and successfully accomplish objectives in a busy and challenging workplace.
• Demonstrated ability to work independently and as part of a team.
• Demonstrated knowledge of Microsoft Office programs (Word, Excel, PowerPoint).
• Previous Opera/Protel program experience is an advantage.
• Flexibility and availability to work weekdays or weekends including morning, afternoon and evening shifts.

Prior Experience

• Experience in a high-paced customer-focused role.
• Experience as a receptionist in a similar hotel environment.