Front Desk Agent (Receptionist)

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QUALIFICATIONS AND JOB DESCRIPTION

• Previous experience in Front Office preferably in an international fivestar hotel
• Minimum of one year experience in a customer service position
• Excellent oral and written skills in local language and English; Additional language - beneficial
• Operational knowledge of front desk operations
• Communication skills
• Brief knowledge of hotel operations & Computer systems
• Knowledge in Microsoft Office (Word, Excel and PowerPoint)
• Knowledge of Opera, HPMS
• Basic knowledge of Micros is a plus
• People Oriented; Passionate for European luxury; Entrepreneurial; Straightforward
• Enthusiastic; Communicative; Attentive; Eager to learn

MAIN RESPONSIBILITIES

• Checks in the arriving guest and checks out the departing guests in a friendly and caring manner according to the Kempinski and standards.
• Ensures that LQA results are above 85%.
• Upon check in, registers guest and assigns rooms, accommodates special requests whenever possible, if needed, assists guests in completing the registration cards, uses suggestive selling techniques to sell rooms and to promote other services of the hotel, verifies the guest’s method of payment and follows established credit-checking procedures or refers cash handling payment to cashiers.
• Upon departure of guests, processes the guest check out procedures, inquires for last minute charges, receives payment from guests, settles the guest account and gives copy of the invoice.
• Handles all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balances their cash float.
• Answers all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refers the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
• Coordinates room status updates with the Housekeeping department by notifying them of late check-outs, early check-ins and special requests.
• Keeps themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
• Possesses a working knowledge of the room reservation procedures.
• Maintains the neatness of his/her working area.