Front Office
Vor 5 Tagen
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
Reports to General/Hotel Manager, Front Office Manager and Senior Front Office Management Team
Role Classification Individual Contributor
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 ensurethey are completed on time.
Provide accurate and up-to-date financial and yield reports as directed by management.As directed on fully booked days contact all arrivals and determine status of reservation.Take ownership of tasks undertaken to a point of completion, ensuring consistent guest and colleague satisfaction.Complete shift checklistsHandle all reservation requests in an efficient and friendly manner (for groups, unusual or difficult requests, involve the Hotel/Reservations Manager/Coordinator where applicable). Complete reservations in PMS.Assist and action any guest queries relating to housekeeping and maintenance when required.Perform any other reasonable task or instruction as directed by management or a representative of management.Ensure the orderly and clutter free appearance of the front desk and assist in maintaining the immaculate physical appearance of the hotel lobby.
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 request 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 hand book 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 chec
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