JOB SUMMARY & DESCRIPTION

Front Desk agent is working in the front line and always having a direct contact with guest. Responsible to welcome the guest upon arrival and implement welcome experience (check-in) and farewell experience (check-out) including all cashiering and billing process. Front Desk Agent is required to be always attentive to all guest requirements, proactively anticipate guest needs and act accordingly showing genuine care. Handle guest requests with coordination with other departments as well as handle any arise issues or complains according to brand standard policies and procedures, report it direct supervisor as well as reporting any incident, injury or suspicious behaviour immediately.
Consistently seek for guest’s feedback to ensure full satisfactions, and support in promoting Hotel outlets and promotions.
Work as team player to achieve departmental common goals, save and reduce cost and increase revenue.
Process all check-in, check-outs including secure payment and issue room keys.
Handle all pending situations, traces and handover for next shift members.
Follow up on credit limit and perform high balance report and act accordingly.
Support in making new bookings and room assignment (when required) and coordinate with other departments to ensure smooth daily operations.
Handle telephone calls, guest inquiries, and requests and ensure guest satisfaction at all times.
Follow up on same day departure and prepare bills for next day departures.
Check FO email consistently and always take the necessary actions.
Anticipate and address guests services needed and handle complains with compliance with policies and procedures.

Please refer the Job description for details