About the job
Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Front Office department, the Front Desk Agent is responsible for checking-in and checking-out hotel guests in a friendly and caring manner according to the standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel. The Front Desk Agent reports to the Front Office Manager.
As Front Desk Agent, you will be responsible for the following duties:
• Check-in the arriving guests and check-out the departing guests in a friendly and caring manner according to the standards
• Upon check-in, register guests, assign rooms, and assist guests in completing the registration cards
• Accommodate special requests whenever possible
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel
• Verify the guest s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers
• Upon the departure of guests, process the guest check-out procedures
• Receive payment from guests, settle the guests account and give a copy of the invoice
• Handle all front office cashier activities such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of the shift, balance the cash float
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information, and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and is not inclusive of issuing a safe deposit box, handling messages, or dealing with complaints
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests
• Possess a working knowledge of the room reservation procedures
• Previous experience in the same role in a luxury hotel is preferred, resort experience is required
• High school diploma or a relevant equivalent qualification
• Immaculate grooming standards with a professional appearance
• Excellent verbal and written communication skills with a strong focus on guest interaction
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