Front Desk Agent

Job description

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position: Front Desk Agent

Department:  Front Office /Reception

Reports to : Front Office Manager

 

PURPOSE OF POSITION

To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange and assisting guest with inquiries.

KEY ROLES & RESPONSIBILITIES

·  Provide warm, sincere and engaging service that ensures Guests feel valued
·  Treat each and every Guest as a unique individual
·  Anticipate Guests’ needs with thoughtful and personal touches
·  Resolve Guest problems and never say “no” without offering an alternative
·  Be an ambassador for the Brand, Hotel, Community and Colleagues
·  Be guided by Accor core values: Guest Passion, Sustainable Performance, Spirit of Conquest, Innovation, Trust and Respect.
·  Take an active, positive role within the Hotel
·  Maintain a professional appearance
·  Participate in pre-shift briefings and monthly meetings to ensure open lines of communication
·  Register and room all guest arrivals according to established procedures
·  Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
·  Maintain cashier float and ensure accurate daily report of all money received
·  Cash hotel guests’ personal and travelers checks and assist with currency exchange
·  Keep abreast of all modifications to accounting policies and procedures
·  Attend to guests’ request of using the service of safety box at all times
·  Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Le Club Accor Programs, and also Fine Resort & Hotel programs
·  Attend to guest’s complaints, inquiries and requests, refer problems to Supervisor/ Manager
·  Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
·  Ensure that the guests depart the hotel with a positive impression of hotel service
·  Perform the audit balances and prepare all reports for audit in an orderly fashion
·  When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
·  Maintain comprehensive knowledge of standard reservation procedures
·  Maintain exemplary department standards of behavior and appearance and attitude
·  Ensure front desk work area is kept clean and in an orderly state at all times
·  Is fully aware of the Credit policy
·  Adhere to Occupational Health & Safety policies and procedures
·  Perform related duties and special projects assigned

PERSONAL ATTRIBUTES

·  Strong written and verbal communication skill in English and Russian
·  Able to develop rapport with and gain support from Colleagues and Management staff
·  Ability to work cohesively with co-workers as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  Ability to promote positive relations with all guests and colleagues
·  Able to exercise good judgment with difficult guests
·  Understanding and ability to work in a multi-cultural environment

 

Qualifications

QUALIFICATIONS & EXPERIENCE

·  Post-Secondary Education or relevant qualifications in Hotel Management
·  Minimum 2 years Front Desk/Guest Relations experience preferably in a four or five star hotel