Front Desk Agent

Roles and responsibilities

Job Description

How does your working day look like …

• Anticipate and meets guests’ needs and requests, ensuring complete guest satisfaction. Recognizes all repeat and important guests.
• Establishes and develops personal guest contact, promotes feedback and be consistently proactive in anticipating guest needs and requirements.
• Give a warm welcome to guests on arrival and register them as well as issuing room keys in the appropriate welcome booklet.
• Take payment from guests on departure and close their bills correctly.
• Lobby Presence and guest escort via buggy or on foot to their rooms
• Provide personalised check in to all VIP guests.
• Updates and maintains all guests' profiles history files accurately.
• Be efficient in assisting guests throughout their stay with any requirements.
• Displays high product knowledge of all services and facilities of the hotel.
• Overlooking the Reception Email Inbox and the efficient and timely communication of the same.
  

Qualifications

Your personality counts more than your CV …

• Basic knowledge of mathematics (incl. Percentage calculations).
• Some Computer Knowledge, i.e. basic experience with windows, internet explorer and word.
• Good interpersonal and communication skills, fluent in English.
• Acts with emotional intelligence during the guest integration to anticipate and fulfil the guest’s needs.
• Able to communicate effectively and to respond well (switched on) to questions and requests.
• Well-groomed/presented.
• Outgoing and friendly personality, enthusiastic and eager.
  

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

  • Check-In Process: Welcoming guests, verifying reservations, checking them into their rooms, issuing room keys, and explaining hotel amenities and policies.
  • Check-Out Process: Processing guest departures, reviewing final charges, ensuring any incidental charges are settled, and asking for feedback about their stay.
  • Upgrades and Special Requests: Managing special requests, such as room upgrades, early check-ins, or late check-outs, and ensuring that they are accommodated when possible.

• Guest Relations and Customer Service

  • Guest Interaction: Providing a warm and friendly greeting, answering questions, assisting with inquiries about local attractions, directions, or restaurant recommendations.
  • Handling Complaints: Addressing guest complaints or concerns promptly and professionally, finding solutions to ensure guest satisfaction.
  • Providing Information: Offering information about the hotel’s amenities, services, and events, as well as answering questions regarding policies or procedures.

• Reservation Management

  • Making Reservations: Handling incoming reservation requests via phone, email, or in person, entering booking details into the hotel’s reservation system.
  • Booking Confirmation: Ensuring that all reservation details are confirmed and that rooms are accurately booked and prepared.
  • Managing Changes: Handling reservation modifications, cancellations, and special requests as necessary.

• Administrative Duties

  • Record Keeping: Maintaining accurate guest records, including personal details, payment methods, and preferences, and ensuring data privacy.
  • Billing and Payments: Processing payments (cash, credit cards, or digital payments), ensuring the accuracy of billing, and handling any discrepancies.
  • Reporting: Preparing reports related to occupancy, revenue, and guest statistics as required by management.

• Communication and Coordination

  • Liaising with Other Departments: Communicating guest needs or issues to housekeeping, maintenance, or concierge teams to ensure seamless service delivery.
  • Managing Guest Requests: Taking guest requests (e.g., extra towels, housekeeping, room service) and ensuring they are promptly communicated to the relevant department.

• Safety and Security

  • Guest Safety: Ensuring that guests are aware of the hotel’s safety protocols, such as fire exits and emergency procedures.
  • Security: Monitoring guest and employee activities in the lobby area to maintain a secure environment. Assisting with security issues if necessary and reporting concerns to the appropriate authority.