REQ14613 Agent, Front Operations (Open)
POSITION SUMMARY:
The Agent, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Mediterranean in accordance with departmental set service standards
PRIMARY RESPONSIBILITIES:
- Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room, confirming and executing account payment in accordance with established credit procedures.
- Maintains a complete knowledge of Hotel’s features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
- Maintains exceptional customer service to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood
- Ensures quality standards and procedures are followed for all guests
- Updates guest information and profile details for all guests
- Understands rate structure and promotional rates available
- Contributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms, transportation services and other products where appropriate to guests
- Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest
- Obtains feedback from guests to improve services and facilities
- Takes reservation from guests over desk and after-hours reservations when required
- Attends daily briefings and ensures pass-on information is seamless
- Attends scheduled employee training and periodic reviews on generic hotel training
- Adheres to and complies with all the Company’s policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times
- Reports accidents, injuries and unsafe work conditions to supervisors
- Looks out for any person behaving in a suspicious manner and informs Security accordingly
- Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks, reporting of malfunctioning or maintenance deficiencies to appropriate area
- Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues
- Performs other reasonable job duties as assigned by supervisors from time to time
KEY PERFORMANCE INDICATORS:
- Excellent knowledge of all products and services offered by City of Dreams Mediterranean
- Continuous progress of Technical Skills
- Positive Customer Feedback
QUALIFICATIONS:
Experience
- 1 year of Receptionist experience in a 5-star luxury hotel is preferred
Education
- Secondary-level education
Skills / Competencies
- Computer literate
- Excellent interpersonal and customer service skills
- Professional written communication skills
- Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded
PERSONAL COMPETENCIES:
- Achieves agreed objectives and accepts accountability for results
- Displays a high commitment to delivering results
- Leads others to achieve business objectives
- Communicates effectively
- Displays the highest level of integrity
- Ability to maintain discretion
- Self-motivated
- Approachable
- Can stand for a long period of time
