job description - front desk agent
Post on 07-Apr-2017
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Job Objective Check-‐in/check-‐out hotel guests courteously and efficiently, process all payments according to hotel requirements. Provide information to any guest or visitor inquiry. Solve any guest opportunity according to their satisfaction. Duties 1. Check-‐in a guest by adhere to the process and procedure for check-‐in (early check-‐in non guarantee, walk in guest, children check-‐in and group check-‐in) 2. Check-‐out a guest by adhere to the process and procedure for check out (check-‐out with open balance walk out/late charge, group check-‐out, after night audit procedure) 3. All registration formalities are completed as per the UAE law requirements 4. Check housekeeping discrepancies report 5. Give fond farewell on check-‐out by adhering the fond farewell process 6. Recognize VIP status in Opera and Repeat guest/loyal guest 7. Amenities procedure and Bulgari amenities for suite 8. Updating guest profile in Opera 9. Recognize travel agent voucher and other vouchers 10. Rooming a guest 11. Giving cash paid out to a guest as per Marriott procedure 12. Adhere Credit policy 13. Credit card authorization/cancelation 14. Night shift duties 15. Wake-‐up call procedures 16. Currency Exchange 17. Handling Advance deposit 18. Safe deposit box 19. Handling no show guest, early check out guest and extending stay guest 20.Handling room move and assigning room for arrival guest with accurate room blocking 21. Doing the police report (CID) 22. Preparing the room key for arrival guest of the day 23. Send the departure message to the guest 24. Prepare the registration cards for the next day arrival, check and attached all back up and arranged alphabetically for the next day arrivals 25. Close travel agent city ledger and check guest credit limit on daily basis 26. Print Front Office report/Down management process (Emergency Report) 27. Bucket check 28. Maintain all guest requests in the guest call record sheet & to follow up on requests in 20 minutes as per company standards, record any incident in guest accident action (GIA) 29. Cashiering (Blind Drop cash)
a) Cash bank is balanced at all times b) All backups for city ledger closure are attached for accounting
purpose c) Follow the process for different charge slips
d) Foreign currency exchange is accurate and notes are checked for any damage
e) Any shortage/overages in cash should be reported immediately to the shift leader or MOD
f) The cashier envelope must be fully updated and witnessed when dropped
30. Group check in & check out a) All registration cards must be prepared and checked for room keys b) All guests are escorted to their respective rooms c) All group check out are prepared from advance by sending folio to the
rooms and letter requesting for guests to settle their bill one day prior d) All baggage is released after all rooms are paid
31. Regular key inventory must be done regularly 32. Safety deposit box inventory must be done regularly and to check that proper procedures are being undertaken when issuing a new safe 33. Prepare and complete the weekly requisition from for general store Responsibilities
1. The three steps of service are followed without fail and in every interaction with external and internal guest
2. Attend daily line up within department and aware of the important of line-‐up
3. Understood the abbreviation of billing instruction 4. Ensures that all hotel knowledge is up to-‐date 5. Ensures that all information on events/promotions are fully updated 6. Maintain punctuality on shifts and adhere to the duty schedule 7. Ensure to do the proper hand over in every shift 8. Ensure that daily duty check list are done 9. Maintain all equipment at the office and ensure all assets are protected
from any destruction 10. Recording the guest preference 11. Able to handling incognito guest 12. Able to leave a massage to guest, locator and traces 13. Able to handling doctor request 14. Able to understand rate code, reservation information and package
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