Job Summary
Mission/Core purpose of the Job:
The Front Desk Agent is responsible for running the Front Desk Reception functions. The role has the most frequent contact with guests and is responsible for attending to the needs of guests, especially during check-in and check-out.
The Front Desk Agent will build up an understanding of target markets and ensure that the company maintains its competitive advantage by :
· providing a friendly and efficient service to guests.
· work closely with Housekeeping to manage room inspections and room availability.
· work closely with Maintenance to ensure work orders are completed.
· work closely with Sales and Marketing to pro-actively prepare for group Check-Ins.
Context:
· Highly competitive environment where superior products and customer service is a key differentiator.
· Understanding the hospitality industry and different tourism target markets.
· Building and maintaining relationships with stakeholders and staff.
Responsibilities and Duties
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)
Frontdesk:
· Providing information about availability of rooms and making room reservations.
· Selling rooms to “Walk-In” guests.
· Posting charges to guest accounts.
· Maintaining information for rooms available, reservations and room assignments on the PMS.
· Registering arriving guests, assigning rooms verifying customer’s credit and issuing room keys.
· When fully booked, providing information regarding other accommodation available in the community.
· Providing information regarding other services available in the community.
· Responding to guests’ requests for housekeeping and maintenance services as well as complaints.
· Contacting housekeeping or maintenance services when guests report problems.
· Compiling and checking guest accounts for charges using computerized or manual systems.
· Receiving and forwarding messages and attend to telephone or telephone switchboard.
· Reviewing/Modifying guest charges and receiving payment.
Housekeeping:
· Updating the housekeeping reports to show rooms that need cleaning.
· Constantly communicate with housekeeping to update available inspected rooms on PMS.
· Scheduling and controlling the cleaning of Front Desk Area.
Maintenance:
· Updating the maintenance department about repairs that are needed in rooms.
· Constantly communicate with maintenance to update room list on PMS.
· Scheduling and controlling maintenance services needed by the Front Desk Area.
Promotions:
· promoting accommodations and special offers to potential customers.
Role Complexity:
· Operating in high traffic tourism area where multi-tasking would be required.
· Staying abreast with the latest hospitality offerings and industry developments.
· Need for Diplomacy – Need to handle difficult situations with irate and demanding customers and partners without emotion.
· Ability to work with and manage unskilled staff who has limited ability to understand English.
· Ability to handle conflict.
Lateral Dimensions: Areas where the individual could contribute uniquely in addition to the indicated duties.
Creativities (improvement/innovation inherent)
· Identifying and suggesting ways to improve working conditions of Front Desk staff.
· Identifying and creating interesting ways/settings to improve look and feel of property.
· Designing and improving business process flow.
· Problem solving.
Vulnerabilities
· Power failures.
· Computer system failures.
· Un-skilled staff.
· Language Barrier.
· High Traffic Tourism Area.
· Changing Company Procedures.
Collaboration: Refers to formal and informal relationships
Matrix reports
· Front Desk Supervisor – Strategic Planning and Reporting.
· General Manager – Reporting and Administration.
· Housekeeping Manager – Co-operation with planning of staff deployment and general facilities management.
· Maintenance Manager – Co-operation with planning of staff deployment and general facilities management.
· Company Employees – General feedback about capabilities and products on offer.
Key customers
· Pre-Booked tourists.
· Organised Groups.
· Walk-in customers
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:
· Identifying ways to improve performance.
· Methodical way to investigate and solve problems.
· Urgent implementation of solutions.
· Ability to effectively pacify irate guests and colleagues.
Authorities:
· Improving processes in Front Desk Area.
· Scheduling and deploying company resources to improve or optimise service delivery.
Qualifications and Skills
Minimum Requirements –
Education:
· No Formal Qualification required
Experience:
· 2 or more years’ relevant experience.
· Demonstrated capability to successfully work under pressure.
· Excellent customer service skills.
· Understand goals, operating principles, strategies and challenges of typical hospitality establishments.
Competencies
Knowledge:
· Knowledge of the local attractions in Treasure Island would be an advantage.
· Demonstrated knowledge of typical hospitality establishment’s strengths, weaknesses and strategies.
· Experience using a Property Management System. Working knowledge of IQWare will be huge advantage.
· Proficiency in Microsoft Office applications.
· Excellent verbal and written communication skills.
· Ability to develop effective plans for achieving business goals.
Other competencies:
· To be able to build strong relationships with guests and Condo Unit Owners.
· Self-Starter and good team player.
· Ability to collaborate effectively with superiors, peers and staff.
· Ability to influence and negotiate complex situations.
· Ability to adhere to internal company policies, procedures and objectives.
· Consistent performer.
· Ability to multi-task.
· Ability to grasp new ideas and products.
· Consistently demonstrates flexibility.
· Excellent planning and organizational skills.
· Problem solving ability.
Behavioural qualities:
· Effective Communicator.
· Excellent Problem Solver.
· Customer focused.
· Be Accountable.
· Employ Initiative & cope under high pressure.
· Ability to work independently and as part of a team.
· Diplomacy.
Job Type: Full-time
Experience:
