Front Office Agent (Saudi National)


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Job description / Role

Employment: Full Time

To increase customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office service connected with arriving, and in-house guests, in line with the hotel’s guidelines, and Radisson SAS corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

– Is available to register, process, and greet customers promptly
– Checks the daily arrival list
– Welcomes customers to the hotel
– Responds to customer requests for information about the hotel and its surroundings
– Arranges for special services requested by the customer
– Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
– Arranges fulfilment of customer services by working with Bell staff, Housekeeping, Reservations and Room Service
– Allocates rooms and issues appropriate keys
– Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
– Changes room rates and guest rooms if approved by Service Manager
– Handles incoming guest room reservations
– Handles reservations for guests with rental cars, restaurants, etc.
– Is aware, at all times, of current room status and room availability
– Is fully aware of Radisson SAS service concepts
– Is fully aware of, and knows how to handle, all current and future hotel promotions
– Utilises yield management to maximise room revenue
– Increases hotel revenue by promoting food and beverage alternatives within the hotel
– Knows the names of key people within Radisson SAS and SAS
– Minimises loss of revenue by adhering to all established credit procedures
– Insures all guests establish credit upon check-in
– Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
– Improves timeliness of cash flow by adhering to established credit and inventory control procedures
– Receives proper approval codes for cash and credit card paying customers
– Identifies and records special billing instructions and notifies accounting and Service Manager
– Completes shift closing accurately by getting appropriate approval signatures and authorisation codes
– Adheres to hotel policies regarding the use of cash banks
– Communicates effectively with guests, colleagues, and supervisors
– Demonstrates teamwork by co-operating and assisting colleagues as needed
– Handles difficult situations effectively
– Communicates open and closed dates, availability and condition of rooms to the
– Keeps effective key control
– Ensures that guest mail and messages are delivered promptly
– Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
– Issues safety deposit boxes to guests upon request
– Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager immediately for appropriate follow-up

Requirements

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

– Is fully conversant with the hotel reservation system
– Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

– Ensures that own cash is secure at all times
– Ensures all discrepancies in own cash are declared to the Service Manager and Controller
– Ensures that guest details are not disclosed
– Maintains high confidentiality in regards to guest privacy
– Reports any suspicious behaviour of guests and staff to the Service Manager, and Security
– Notifies Service Manager and Executive Housekeeper regarding lost and found objects
– Ensures that all potential and real hazards are reported appropriately immediately
– Fully understands the hotel’s fire, emergency, and bomb procedures
– Follows emergency procedures to provide for the security and safety of guests and employees
– Works in a safe manner that does not harm or injure self or others
– Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
– Anticipates possible and probable hazards and conditions and notifies the Service Manager
– Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making “Feel Welcome” resonate as the finest hotel promise.

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