Agent, Front Operations

REQ14613 Agent, Front Operations (Open)

POSITION SUMMARY:

The Agent, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Mediterranean in accordance with departmental set service standards

PRIMARY RESPONSIBILITIES:

• •Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room, confirming and executing account payment in accordance with established credit procedures.
• •Maintains a complete knowledge of Hotel’s features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• •Maintains exceptional customer service to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood
• •Ensures quality standards and procedures are followed for all guests
• •Updates guest information and profile details for all guests
• •Understands rate structure and promotional rates available
• •Contributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms, transportation services and other products where appropriate to guests
• •Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest
• •Obtains feedback from guests to improve services and facilities
• •Takes reservation from guests over desk and after-hours reservations when required
• •Attends daily briefings and ensures pass-on information is seamless
• •Attends scheduled employee training and periodic reviews on generic hotel training
• •Adheres to and complies with all the Company’s policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times
• •Reports accidents, injuries and unsafe work conditions to supervisors
• •Looks out for any person behaving in a suspicious manner and informs Security accordingly
• •Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks, reporting of malfunctioning or maintenance deficiencies to appropriate area
• •Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues
• •Performs other reasonable job duties as assigned by supervisors from time to time

KEY PERFORMANCE INDICATORS:

• •Excellent knowledge of all products and services offered by City of Dreams Mediterranean
• •Continuous progress of Technical Skills
• •Positive Customer Feedback

QUALIFICATIONS:

Experience

1 year of Receptionist experience in a 5-star luxury hotel is preferred

Education

Secondary-level education

Skills / Competencies

• •Computer literate
• •Excellent interpersonal and customer service skills
• •Professional written communication skills
• •Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded

PERSONAL COMPETENCIES:

• •Achieves agreed objectives and accepts accountability for results
• •Displays a high commitment to delivering results
• •Leads others to achieve business objectives
• •Communicates effectively
• •Displays the highest level of integrity
• •Ability to maintain discretion
• •Self-motivated
• •Approachable
• •Can stand for a long period of time