Guest Service Associate - Front Desk
- Abu Dhabi
- Permanent
- Full-time
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Meet with Supervisor to review daily assignments and priorities.
- Meet with departing Guest Service Associate - Front Desk to review business status and follow up items.
- Access all functions of computer system.
- Set up work station with necessary supplies.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Process all guest check-ins.
- Confirm reservation in system and review all noted information.
- For guests without a reservation, sell a room type agreed upon.
- Register guest in the computer.
- Verify reservation information with the guest (departure date, room type).
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Assign guest room
- Advice guest of any messages, mail, faxes, etc. received for them.
- Communicate services and amenities of the hotel to guests.
- Obtain proper identification for tax exempt guests and attach form to registration card.
- Direct Bell Person to escort guest and transport their luggage to the room.
- Maintain guest history files on all guests.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
- Handle overbooked or “walked” guests.
- Accommodate room changes.
- Document all guest requests, complaints or problems.
- Take record and relay messages accurately, completely and legibly.
- Accept and record wake-up call requests; deliver to PBX.
- Issue safe deposit boxes to guests and ensure security of keys.
- Distribute all guest and department mail.
- Monitor, send and distribute guest faxes.
- Document and confirm reservations and cancellations.
- Block rooms in computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
- Process all check-outs.
- Resolve any late charges.
- Present folio to guest and resolve any disputed charges.
- Settle guest accounts.
- Retrieve guest room key from guest.
- Solicit guest comments on their stay.
- Process express check-outs.
- Handle requests for late check-outs.
- Conduct group check-ins/outs.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
- Adhere to all cashiering procedures:
- Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
- All other duties as required.
- Redirect phone calls to the appropriate department and take down messages.
- Accept all letters and packages, and distribute them to their appropriate departments.
- Monitor, organize and forward emails.
- Monitor office supplies.
- Recorded guest comments or complaints, referred customers to managers if necessary.
- Show rooms to new interested guests
- Escorted guests to their assigned rooms, including transporting their luggage.
- Apply all standards to ensure a consistent of high quality of service to the guests
- Provide basic and accurate information in-person and via phone/email
- Assist Concierge with reservations request to ensure a seamless guest experience.
- Validate parking tickets.
- Upsell additional facilities and services like restaurant promotions and spa promotions
- Guide and train new joiners with the daily tasks
- Experience: Previous experience as a Front Desk Agent.
- Education: High school diploma.
- General Skills: Must be able to perform job functions with attention to detail, speed and accuracy;
- Technical Skills: Ability to input and access information in the property management
- Language: Required to speak, read and write English, with fluency in other languages preferred.
- Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout
- Licenses & Certifications: None required.