Hotel Front Desk Agent

Roles and responsibilities

Job Description

How does your working day look like …

• You’ll provide a friendly and delightful "How's it going - to - See you later" for each guest during every intercation.
• You'll demonstrate high product knowledge about the hotel, its facilities, along with surrounding areas to assist with guest inquiries
• You’ll support your colleagues with a winning smile whenever, once again, all the guests turn up to check in at the same time. On top of this, you’ll also keep your head above water when there are sudden changes of plan.
• You'll handle customer complains and feedback according to "Oops! its messed up".
• You’ll communicate directly with Sales, Accounting, Housekeeping and Reservation and provides them with all relevant/ needed information.
• You’ll be aware of room status and also the competitors’ status.
• You’ll optimise the occupancy rate and average room rate.
  

Qualifications

Your personality counts more than your CV …

• You’ve gained management experience in a similar role, and can speak English fluently
• You can inspire your fellow staff just as you can inspire your guests. On top of this, you know your way around town and always have tips for partying up your sleeve.
• You’re a doer – and even if you do it wrong sometimes, you openly admit it.
• You’re not just bringing your abilities, but also your character.
  

Additional Information

Additional Information

What’s In It For You …

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world
• Benefit from great offers from our numerous cooperation partners
• Be part of our hilarious staff parties and much more...

Desired candidate profile

• Guest Check-In and Check-Out

  • Guest Registration: Welcoming guests as they arrive, checking them in by confirming reservation details, verifying identification, and assigning rooms.
  • Processing Payments: Handling payments for guest stays, processing credit card transactions, and collecting deposits when required.
  • Check-Out: Assisting guests with check-out procedures, ensuring their stay was satisfactory, and providing a final bill that reflects any additional charges, such as room service, taxes, or incidentals.

• Handling Reservations

  • Making Reservations: Assisting guests with booking reservations, either over the phone, in person, or through online channels, ensuring accuracy in the reservation details.
  • Managing Room Availability: Maintaining an up-to-date record of room availability and ensuring that guest reservations are properly logged in the hotel’s property management system (PMS).
  • Modifying Reservations: Handling changes to bookings, including date modifications, room upgrades, and cancellations, while ensuring accurate updates in the reservation system.

• Guest Services and Customer Support

  • Answering Guest Inquiries: Responding to questions and providing information about the hotel’s amenities, services, and local attractions, as well as directions or recommendations for dining and entertainment.
  • Problem Resolution: Addressing guest complaints, concerns, or requests promptly and professionally, ensuring any issues are resolved in a way that satisfies the guest.
  • Special Requests: Handling special guest requests such as additional amenities, wake-up calls, room preferences, or arrangements for transportation.

• Communication and Coordination

  • Internal Communication: Communicating effectively with housekeeping, maintenance, and other hotel departments to relay guest needs or room status updates.
  • Guest Messaging: Taking and delivering messages for guests, ensuring they are communicated promptly.
  • Coordination with Bell Staff: If applicable, working with bell staff to assist with luggage, transportation, or other guest services.

• Handling Payments and Billing

  • Payment Processing: Collecting payments for room charges and any incidental charges (e.g., minibar, spa, restaurant bills), processing credit card or cash transactions.
  • Billing Discrepancies: Addressing billing issues and discrepancies with guests, ensuring that charges are correct and explaining charges when needed.
  • Invoice Creation: Providing invoices and receipts to guests at check-out, and ensuring that payments are accurately processed.

• Security and Safety

  • Key Management: Managing room keys or keycards, ensuring they are issued and returned appropriately, and safeguarding guest privacy.
  • Monitoring Security: Keeping an eye on security and safety issues, such as monitoring surveillance cameras (if applicable), and ensuring guests feel safe and secure.
  • Handling Emergencies: Assisting with emergency procedures, such as evacuations or medical situations, and notifying the appropriate authorities as needed.

• Administrative Duties

  • Record-Keeping: Updating and maintaining accurate guest information and reservation records in the property management system (PMS).
  • Reports: Preparing daily or weekly reports related to occupancy, guest feedback, and financial transactions.