Front Office Agent

Job content

Position summary statement:

The incumbent will check in/out guests according to hotel procedures and ensure all guests’ accounts are correct and settled upon check out. Attend to all guests’ enquiries and complaints and to ensure guests’ satisfaction.

Primary Responsibilities:

a) Sell, register and assign rooms to incoming guests, ensuring that registration cards are filled up correctly. Check out departing guests as per procedures.

b) Inform relevant departments of arrival, room changes, check out and special arrangements.

c) Accepts reservation in the absence of Reservation Assistant.

d) Work closely with Front Office Supervisor in tight house situation to ensure maximum utilization of rooms.

e) Assist walk-in guests with alternative accommodation in event of a full house situation.

f) Record in Handover List of any special arrangements and important matters for follow-up.

g) Liaise with Duty Manager or Front Office Supervisor regarding any complaints.

h) Perform cashiering and maintain a complete record of guests’ account.

i) Check all guests’ bills before presentation to guest upon check out.

j) Collect or charge all monies due to the hotel to the respective travel agents or companies.

k) Declare all shortages or excess to Accounts Department.

l) Attend to all requests and requirements from guests promptly and handle complaints tactfully.

m) To ensure all guests preferences are met to the best of our ability and strive to (MADDAM) “Make A Difference, Do A Little More”.

n) Create a positive first impression to guests with regards to corporate image

o) Read entries in Communication Book and ensure all instructions and tasks assigned are follow-up.

p) Ensure procedures and policies on city ledger are followed.

q) To be aware of all VIP and Special Attention guests arrivals and departures.

r) Ensure all GHA Members, VIP and Special Attention guests are met up by Duty Manager, and benefits are explained upon check in.

s) To undertake any other reasonable assignment by the Duty Manager and Front Office Manager, as and when required.