Front office agent (The Ritz-Carlton, Almaty)Вакансия в архиве

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Уровень зарплаты
Город
Требуемый опыт работы
от 100 000 до 110 000 KZT
Алматы
1–3 года

Education/ critical competences: High School diploma/G.E.D. equivalent

Critical tasks: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.

Provide information to any guest or visitor inquiry.

Critical competences:

Specific tasks that will need to be completed in order to perform job

  • Ability to input and access data in PC database.
  • Ability to understand guest inquiries and provide responses.
  • Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
  • Ability to focus on guests' needs, remaining calm and courteous.
  • Ability to think clearly, quickly and make concise decisions.
  • Ability to focus on details, prioritize, organize and follow up.
  • Ability to show initiative; work well under pressure of multiple arrivals/departures within any given period of time.
  • Ability to maintain confidentiality of all guests and hotel information.
  • Ability to ensure security of guest room access.
  • Ability to work in a team and cooperate with other departments.

Essential job function

  • Maintain complete knowledge at all times of:
    • All hotel features/services, hours of operation.
    • All room types, numbers, layout, decor, appointments and location.
    • All room rates, special packages and promotions.
    • Daily house count and expected arrivals/departures.
    • Room availability status for any given day.
    • Scheduled daily group activities.
  • Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
  • Keep control over the assigned deposit box. Keep it secure.
  • Meet with supervisor to review daily assignments and priorities.
  • Meet with departing Front Desk Agent to review business status and follow up items.
  • Access all function of computer system according to established procedures and standards.
  • Set up workstation with necessary supplies; maintain cleanliness throughout shift.
  • Answer department telephone within three rings, using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the Front Desk.
  • Accommodate all requests for information in a congenial manner.
  • Process all guest check-ins according to established hotel requirements:
    • Confirm reservation in system and review all noted information.
    • For guests without a reservation, sell a room type agreed upon.
    • Register guest in PC database and generate a registration card.
    • Tell the guest about registration card information.
    • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
    • Assign guest room.
    • Advise guest of any messages, mail, faxes, etc. received for them.
    • Inform guest of room safe and mini-bar key and room key procedures.
    • Issue parking passes/validate valet parking tickets and enter information in computer.
    • Communicate services and amenities included in packages to guests on packages.
    • Obtain proper identification for tax-exempt guests and attach form to registration card.
    • Ask the guest to sign necessary papers.
    • Ensure that Bellman escorts guest to the room and transports their luggage to the room.
  • Perform the registration for foreign guests according to the local laws on registration.
  • Maintain guest history files on all guests.
  • Communicate V.I.P. arrivals to the staff for escorting and delivering amenities.
  • Set up accurate bills for each guest checking in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).
  • File registration cards and vouchers in bucket by room number.
  • Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
  • Make room change.
  • Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.
  • Document all guest requests, complaints or problems immediately to the mystique system and notify designated department by using F9/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.

Условия:

  • Униформа, развозка в ночное время,
  • Одноразовое бесплатное питание

Тип занятости

Полная занятость, полный день
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