Reception Agent

• The Reception 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 Reception 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 Reception 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 Reception 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 Reception 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 Front Office Manager.
• Knows the hotel’s facilities and services well and takes every opportunity to promote them to all the guests.
• Knows the cities’ 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 guests requests.
• Contributes to guests' sense of well being, 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 Reception 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 Reception Agent will be attentive that each VIP guest or Executive booking is ushered immediately.
• Guest requests follow up: The Reception Agent will be ready to help the guest with any request.
• Handover: At end of shift, the Reception 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 Reception Agent will take every opportunity to sell the hotel facilities and services to the guests.