The Role:

• The Front Office Agent will be dynamic and efficient to serve all guests with a professional, warm and positive attitude. She/he will be the main actor in the check in and check out process, and will be available to provide assistance to all guests.
• The schedule of the Front Office Agent will rotate 24 hours a day.
• Takes reservations over the email, phone, by fax or internet, and handles all associated operations.
• Increases and optimises room sales in line with the brand and hotel\'s sales policy.

Key Deliverables and Responsibilities:

Planning & Organizing:

• The Front Office Agent will be very often the first person that a guest will come to see to look for a service or assistance. The greeting and attitude of the Front Office Agent will influence a lot the opinion that the guest will have of the overall hotel.
• Being at the service of the guest, the first task of the Front Office Agent is to be available at any time for the guest. Greeting with a smile, a warm & positive attitude are essential. The guest has to feel expected and welcome at any time.
• Adheres to the reporting requirement of the Front Office as outlined by the Rooms Division Manager.
• Knows the hotel\xe2\x80\x99s facilities and services well and takes every opportunity to promote them to all the guests.
• Knows the cities\xe2\x80\x99 main landmarks and attractions.
• Respects and applies the hotel and brand\'s pricing policies.
• Implements the Revenue Management policy.

Operations:

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go. He/she is pro-active in assisting all the guests.
• In the scope of the Front Office, is able to accommodate all the guest\xe2\x80\x99s requests.
• Contributes to guests\' sense of wellbeing, establishing a lasting and trusting relationship.
• Handles guests\' requests for information and provides answers; puts them in contact with the appropriate Heartist if necessary.
• Thanks to his/her special relationship with guests, provides comprehensive personal information on them (customer profile).
• Handles any customer problems as required.
• C/I & C/O: The Front Office Agent will ensure that all C/I and C/O are made in line with the standards established. She/he will be especially attentive on the audit, immigration & guest history issues. She/he will then ensure that the operations handled by her/his own are fully completed and correct.
• Executive Bookings & VIP: The Front Office Agent will be attentive that each VIP guest or Executive booking is ushered immediately.
• Guest requests follow up: The Front Office Agent will be ready to help the guest with any request.
• Handover: At end of shift, the Front Office Agent will clear her/his station and do a full and detailed handover with the following shift. She/he will check in details that her/his cashier report is correct, with all the backups attached.
• Selling / Up-selling: The Front Office Agent will take every opportunity to sell the hotel facilities and services to the guests.
• Privacy: The Front Office Agent will be attentive to respect the privacy/confidentiality of all the hotel guests.
• Monitors movements in the hotel lobby with discretion.
• Ensures that the lobby remains clean.
• Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team.
• Transforms a request for information into a potential reservation as soon as there is an opportunity.
• Presents the brand and/or Group\'s loyalty programme to customers; adapts the sales pitch to each customer.
• Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior.
• Handles reservations by applying the various step-by-step processes defined by the brand ("Reser-Vision")
• Enters reservation details precisely and correctly using Opera and ResaWEB.
• Ensures that information is passed on to the people concerned.
• Confirms the reservation; takes care over written communication.
• Handles the No Show & Late cancellation report on daily basis and apply charges when applicable.
• Process all the non-refundable deposits and post charges into the PMS.
• Review Booking.com early departure on daily basis and do the proper adjustment on the extranet.
• Rapidly identifies the new customer and modifies the sales pitch accordingly.
• Suggests other Accor hotels to customers if the hotel is full.

Administration:

Immigration records:

• The Front Office Agent will ensure that all the guests who checked in during her/his shift are fully recorded the same day on the accurate immigration reports (CID as per UAE law).
• Replenishes Front Office supplies like stationery used for the operations as often as required and that the circuits of operations are followed strictly.
• Reports quickly any problem or question to her/his supervisor. The Front Office Agent will read the reception logbook at the beginning of shift, follow up and keep it updated during his/her shift.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel\'s policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel\'s emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel\'s commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel\xe2\x80\x99s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

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