Front Office Agent - San Lawrence Melia Collection

Descripción del empleo

Mission: To manage properly all the activities related to Front Office Department. What will I be doing? • Check-in and check-out hotel guests in a timely and professional manner.     • Process all payments according to established procedures.    • Welcome guests in a friendly, prompt, and professional manner.    • Register guests, issue room keys and provide information on hotel services and room location. • Up-sell rooms, when possible, to maximize hotel revenue. • Accurately process all cash and credit card transactions in accordance with established procedures. • Ensure that the desk premises are always kept tidy, clean and maintained. • Assist the night team if required, due to sick leave or vacation leave of any team members. • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.    • Respond appropriately to guest complaints.   • Make appropriate service recovery gestures in order to ensure total guest satisfaction.    • Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations. • Efficiently use the different customer experience management tools. • Perform Courtesy calls to guests prior to arrival, during the guest stay, and after departure if required. • Manage Online and Phone reservations, confirm reservations and cancellations. • Assist other departments with the delivery of room amenities/gifts if necessary. • Inspect rooms from a housekeeping perspective if necessary. • Assign room according to guest request and preferences whenever possible. • Accommodate requests for room changes when possible. • File guest paperwork or documentation. • Provide luggage assistance upon arrival and departure. • Answer incoming calls and place outgoing calls, direct calls to guest rooms, staff, or departments.  • Assist the Front Desk Management with administrative tasks. • Escort guests and clients to rooms or other hotel facilities. • Perform other duties as assigned.  What are we looking for? • Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.    • Must be fluent in English; other languages are preferred.   • 1-year experience in a fast environment in the same or similar position in a hotel/resort. • Passionate for Hospitality and with a strong attitude to interpersonal relationships

Requisitos