Description

POSITION PURPOSE:

 

Check-in individual Guest, Check-in groups, convention, seminars & check-out all Guests.

Welcoming the guest upon their arrivals using their names, with a nice smile giving then an individual tension implementing the standard check-in procedure friendly and professionally

 

ESSENTIAL FUNCTIONS

The Front Office Agent will be able to check-in, check-out Guests.

 

The following is the job description of F.O.A.:

• Smile.
• To be aware and implement the Sapphire Standards.
• To maintain a professional appearance.
• Welcoming Guests upon check-in and check-out, and uses Guest’s first and last names.

• Knows  how  to  handle  reservations  new,  amendments, cancellation, confirmation, check-in time, Guarantee a reservation

• Agent must be familiar with reservations system and equipment. Rate structure and special packages including Discounts, Rates, Room types, all applicable coding honey moon, Packages, Travel vouchers, bedding type, whole sale rates, location of rooms Safety and Special needs features, up-selling, knowing of Hotel facilities and surrounding area. Listens attentively to Guest.
• Maintain check-in procedures as per Sapphire standards operating procedures.

• Uses up selling techniques to obtain higher revenue.

• Becomes familiar with names of V.I.P., complimentary, and pre-registered guests at the start of each shift by reviewing report provided by Front office Management.
• Assists in pre-keying and pre-registering Guest Rooms.
• Treats each guest as an individual.
• Front Office Agent selects a room within the specified room category.

• Logs requests on appropriate F.O.A. Form, identifying the Guest’s name, Room number, nature of request, Time of request and time of delivery.
• Calls appropriate department and requests item to be delivered to guest room within 30 minutes. Calls Front Desk when completed.
• Front Office agent logs all complaints on appropriate sheet, including the Guest’s name, Room number, Complaint, time and action taken and to Informs F.O. Supervisor of all complaints.
• Knows any special programs/packages/discounts, (Uses the Shift Supervisor as a reference source).

• Front Office Agent knows and can properly recite the Hotel Layout, Location, Hours of operation and capacities of all outlets and function rooms.
• Communicates correct information to the Guest relating to the Hotel departments, services, facilities, etc....

• Maintains an interest in Hotel events, promotions, Sales, etc....
• Handles Emergency situations common in the local area such as floods, earthquakes, Tornados, etc....

• Handles or refers to the proper staff member in a situation involving a medical emergency.
• Maintain check-out procedures as per Sapphire standards operating procedures.

• Notifies Shift Supervisor of any problems during the balancing and cashing out procedures.
• Check name and Room number with computer to compare            information. Registered Guests only have safe box privilege.
• Explains procedures of retrieving personal belongings from Safety Box. Only people with matching signatures can open box.

• Adhere to the Hotel Credit Policy and settlement procedures when accepting payment from the Guest.

• Perform other duties/shifts and responsibilities as directed by immediate supervisor or Manager.

 

Understand Emergency Procedures:

The F.O.A. understands and is comfortable with the role He/ She play during a Hotel Emergency in conjunction with other staff members:

• Acts quickly when seeing suspicious actions of Guests or employees by contacting the Security department to investigate.
• Views a disturbance in the Lobby and deals with situation calmly and professionally.
• Recites the prepared response given to the Hotel Guests, if the fire alarm is activated, and also knows location of fire safety equipment.

           

Supervision exercised:

None

 

Supervision received:

Front Office Supervisor

Front Office Manager

 

RESPONSIBILITY AND AUTHORITY:

 

Employee Relation: To maintain good relation with follow F.O.A. as a team work.

Money:  Responsible for selling and upselling rack rates & Suites to achieve budget.

Equipment: Keeping all equipment to the highest level of quality.

Business Contact: Maintain good relationship with all department heads within the Hotel and with all guests and companies dealing with the Hotel.

Information

Desired Skills & Experience

QUALIFICATION STANDARDS: Education: Specialist institute in Hotel Management or Bachelor degree from Faculty of Commerce or Literature. Communication: Good English language talking understanding. Age: Not older than 25 years old. General: General information about the hospitality industry. Grooming: All employees must maintain a neat, clean and well-groomed appearance per Sapphire standards.

Location

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