Reception Agent
Dubai, AE
منذ 6 يوم
source : equest

The Role :

  • The Reception Agent will be dynamic and efficient to serve all guests with a professional, warm and positive attitude. She / he will be the main actor in the check in and check out process, and will be available to provide assistance to all guests.
  • The schedule of the Reception Agent will rotate 24 hours a day.
  • Takes reservations over the email, phone, by fax or internet, and handles all associated operations.
  • Increases and optimises room sales in line with the brand and hotel's sales policy. Key Deliverables and Responsibilities : Planning & Organizing :
  • The Reception Agent will be very often the first person that a guest will come to see to look for a service or assistance.
  • The greeting and attitude of the Reception Agent will influence a lot the opinion that the guest will have of the overall hotel.

  • Being at the service of the guest, the first task of the Reception Agent is to be available at any time for the guest. Greeting with a smile, a warm & positive attitude are essential.
  • The guest has to feel expected and welcome at any time.

  • Adheres to the reporting requirement of the Front Office as outlined by the Rooms Division Manager.
  • Knows the hotel’s facilities and services well and takes every opportunity to promote them to all the guests.
  • Knows the cities’ main landmarks and attractions.
  • Respects and applies the hotel and brand's pricing policies.
  • Implements the Revenue Management policy. Operations :
  • Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go. He / she is pro-active in assisting all the guests.
  • In the scope of the Front Office, is able to accommodate all the guest’s requests.
  • Contributes to guests' sense of wellbeing, establishing a lasting and trusting relationship.
  • Handles guests' requests for information and provides answers; puts them in contact with the appropriate Heartist if necessary.
  • Thanks to his / her special relationship with guests, provides comprehensive personal information on them (customer profile).
  • Handles any customer problems as required.
  • C / I & C / O : The Reception Agent will ensure that all C / I and C / O are made in line with the standards established.
  • She / he will be especially attentive on the audit, immigration & guest history issues. She / he will then ensure that the operations handled by her / his own are fully completed and correct.

  • Executive Bookings & VIP : The Reception Agent will be attentive that each VIP guest or Executive booking is ushered immediately.
  • Guest requests follow up : The Reception Agent will be ready to help the guest with any request.
  • Handover : At end of shift, the Reception Agent will clear her / his station and do a full and detailed handover with the following shift.
  • She / he will check in details that her / his cashier report is correct, with all the backups attached.

  • Selling / Up-selling : The Reception Agent will take every opportunity to sell the hotel facilities and services to the guests.
  • Privacy : The Reception Agent will be attentive to respect the privacy / confidentiality of all the hotel guests.
  • Monitors movements in the hotel lobby with discretion.
  • Ensures that the lobby remains clean.
  • Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team.
  • Transforms a request for information into a potential reservation as soon as there is an opportunity.
  • Presents the brand and / or Group's loyalty programme to customers; adapts the sales pitch to each customer.
  • Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his / her superior.
  • Handles reservations by applying the various step-by-step processes defined by the brand ("Reser-Vision")
  • Enters reservation details precisely and correctly using Opera and ResWEB.
  • Ensures that information is passed on to the people concerned.
  • Confirms the reservation; takes care over written communication.
  • Handles the No Show & Late cancellation report on daily basis and apply charges when applicable.
  • Process all the non-refundable deposits and post charges into the PMS.
  • Review early departure on daily basis and do the proper adjustment on the extranet.
  • Rapidly identifies the new customer and modifies the sales pitch accordingly.
  • Suggests other Accor hotels to customers if the hotel is full. Administration : Immigration records :
  • The Reception Agent will ensure that all the guests who checked in during her / his shift are fully recorded the same day on the accurate immigration reports (CID as per UAE law).
  • Replenishes Front Office supplies like stationery used for the operations as often as required and that the circuits of operations are followed strictly.
  • Reports quickly any problem or question to her / his supervisor. The Reception Agent will read the reception logbook at the beginning of shift, follow up and keep it updated during his / her shift.
  • Generic Aspects on Hygiene / Personal Safety / Environment / Confidentiality :

  • Ensure proper care of all equipment and furniture entrusted for Heartists use.
  • Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
  • Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
  • Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
  • Understands and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
  • Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
  • Does not disclose any financial information or any other information of the Accor Hotels.
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