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