Front Desk Agent

Roles and responsibilities

1. Customer Service Skills

• Clear Communication: Ability to greet guests warmly, explain policies, and address inquiries in a friendly and professional manner.
• Active Listening: Understanding guest needs, preferences, or concerns by listening attentively and responding appropriately.
• Problem-Solving: Effectively managing guest issues, complaints, or special requests (e.g., room changes, late check-outs) with a positive attitude.
• Patience and Empathy: Demonstrating empathy when addressing guest concerns or dealing with difficult situations, while maintaining a calm demeanor.

2. Multitasking

• Handling Multiple Duties: Front desk agents are often juggling several tasks simultaneously, such as checking in guests, answering phones, and handling reservations or complaints.
• Prioritizing Tasks: Efficiently managing time to ensure all guests are attended to promptly and that important tasks are not overlooked (e.g., room assignments, wake-up calls).
• Maintaining Focus: Staying organized and focused in a fast-paced environment, especially during check-in/check-out rushes or peak times.

3. Technical Skills

• Property Management System (PMS): Proficiency with the hotel's computer system (e.g., Opera, RoomMaster, or other booking systems) to manage reservations, check-ins/outs, and guest requests.
• Phone Systems: Using multi-line phone systems to handle incoming calls, make reservations, and transfer calls as needed.
• Basic Computer Skills: Familiarity with office software (e.g., Microsoft Office, email, spreadsheets) for administrative tasks, report generation, or email communication.
• Online Booking Platforms: Experience with online travel agency (OTA) platforms like Booking.com, Expedia, or Airbnb for managing reservations.

4. Attention to Detail

• Accurate Data Entry: Ensuring guest details, reservations, and special requests are accurately entered into the system to avoid errors or misunderstandings.
• Room Assignments: Assigning guests to the correct rooms based on preferences or availability, and ensuring the guest's check-in details are complete and accurate.
• Managing Payments: Ensuring payments are correctly processed and documented, including handling cash, credit cards, or invoicing.

5. Organizational Skills

• Guest Information: Keeping track of guest check-ins, check-outs, and preferences (e.g., special requests for amenities, late check-ins).
• File and Document Management: Organizing guest records, billing information, and any special instructions or requests.
• Scheduling and Coordination: Managing room availability, coordinating with housekeeping, and ensuring that all guest needs are met on time.

6. Sales and Upselling

• Recommending Upgrades: Offering guests room upgrades or additional services (e.g., early check-in, late check-out, spa services, or restaurant reservations) to enhance their experience and increase revenue.
• Promoting Property Amenities: Sharing information about the hotel's services and amenities (e.g., pool, gym, concierge, events, and promotions) to improve guest satisfaction.
• Handling Group Bookings: Assisting with large group reservations or events, and offering tailored services where appropriate.

Desired candidate profile

-Supports the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level

• Works as part of a team that maximizes guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution
• Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
• Delivers on departmental plans and objectives, where hotel initiatives & targets are achieved
• Collaborates with their immediate report, ensuring that costs and inventory are controlled, that productivity and performance levels are attained
• Builds and maintains effective working relationships whilst promoting the company culture and values.
• Ensures adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required
  
  

Requirements of the Front Desk Agent:

• Experience In Front Office Beneficial But Not Essential
• Hands-on approach with a can-do work style
• Commitment to delivering exceptional guest service with a passion for the hospitality industry
• Ability to find creative solutions taking ownership for duties and tasks assigned
• Personal integrity, with the ability to work in an environment that demands excellence
• Experience of working with IT systems on various platforms
• Strong communication skills
• Work Experience in the UAE is a must.