Front Office Agent

Roles and responsibilities

Responsibilities

Departmental:

• Greet, check in, and escort guests promptly to their rooms.
• Address special guest preferences recorded in guest history profiles.
• Handle cash drawer properly as outlined in the MODTD Controller’s Policy.
• Check cash float at the beginning and end of each shift to always ensure that amounts are correct.
• Provide quality service with colleagues to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Telecommunications, Reservations and Room Service colleagues.
• Print and drop cash out, adjustment slips, paid out voucher, and bank count reports.
• Communicate clearly with the Night Duty Manager and Accounting Department.
• Establish a good working knowledge of the Hotel outlets and products.
• Able to communicate special features and services unique to the guest’s needs.
• Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
• Responsible for preparation of the daily arrival bucket, in-house bucket and next day arrivals (including welcome cards, guest business cards, registration cards and limousine arrivals).
• In charge of guest invoices (in-house).
• Check credit card authorization in SMS for all in-house guests.
• Perform any other reasonable duties as required by the management of the Hotel.
• Greet and welcome all ‘Fans of MO’ guests and ensure to sign up non ‘Fans of MO’ guests.
  

Colleague Relations

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
• Demonstrate teamwork by cooperating with and assisting colleagues as needed.

Desired candidate profile

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
  

Skills And Qualifications

• Senior School qualification.
• Minimum 2 years’ experience working in a 5-star hotel environment.
• A minimum of 1 year of Front Office experience. Pre-opening experience preferred.
• Previous experience working in the Middle East Region is an advantage.
• Strong command of Microsoft Office products, PSMS and other front office related software.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.