Front Desk Agent

Company: Ocean Hotels Barbados

Job Purpose

The Front Desk Agent serves as an information source for the Hotel. This begins with the guest check in and continuing during their stay, with the handling of questions and requests and concluding with the check out. They also provide other departments with guest information while handling both over the desk and telephone inquiries regarding the hotel and its services. 

Scope

The Front Desk Agent is responsible for providing outstanding service throughout each guest’s stay, anticipating guests’ needs and expectations under the supervision of the Front Desk Manager and the Team Leader. 

Essential Duties and Key responsibilities, but not limited to

• To answer the PBX to 5 diamond AAA standards


• Be knowledgeable of the hotel facts, facilities and amenities eg. the gym, kids club, teen lounge and business center. Encompassing the product available within the Montrose and Ocean Hotels Group


• To ensure that the float is managed and balanced at the end of each shift.


• Exchange foreign currency for guests from the float in accordance with the standard operating procedure.


• To complete a thorough handover of your shift.


• Complete wakeup calls as per the standard operating procedure.


• To ensure all Departments have access to the following information: arrivals/departures, no shows, special requests, and celebrations, for all active guests either by means of a verbal briefing or emails.


• (Where applicable) Ensure that cold towels are prepared and in the fridge according to established procedure, reflecting arrivals and site inspections). Please prepare extra cold towels in case of unexpected arrivals or early arrivals the following day.


• To ensure that all keys, devices and company inventory are properly logged and stored.


• To keenly monitor levels of all inventory and working materials advising the supervisor or manager when par levels are reached. Or where applicable order the stock and inventory required.


• Ensure all departmental sales are charged to respective guests accounts promptly and filed in accordance with company policy and procedures. 


• (Where applicable) To post all food & beverage bills accurately to the correct guest folio in the PMS and file them correctly to avoid errors and avoid guest dissatisfaction.


• (Where applicable) Encourage and recommend to future and in-house guests, activities, car hire and other products or services offered on island and make these arrangements for guests to enhance their holiday experience, taking the initiative to personalise these experiences and create a “Wow” effect.


• To review all departure folios and confirm any late departures with the relevant departments.


• To ensure that all accounts for departing guests are settled by the stipulated checkout time and departing guests are called when necessary to offer luggage assistance to sensitize guests of checkout time.


• (Where applicable) manage the guests accounts that have checked out with unresolved balances with direction from the manager. 


• To appropriately cut all keys for the day’s arrivals paying close attention to information reflected in each guest reservation and on the type of guest, ensuring the key(s) is placed with the registration card.


• To liaise with Front desk shift leader or supervisor on ready rooms for the incoming arrivals, constantly updating said person of any early arrival guests. 


• To ensure items for booking extras and special occasions are prepared and sent to guests rooms prior to arrival (e.g. sweet treats baskets, wines, vouchers).


• To ensure that a credit card authorization or cash deposit is taken for each guest on arrival. 


• Accurately collect payment for accommodation for day’s arrivals where necessary. 


• To efficiently create reservations and arrange accommodation for any last minute and /or walk-in guests where necessary.


• To efficiently reply and action all emails before completion of shift, handing over any unfinished tasks and responses.


• To conduct site visits and tours as called upon to do so ensuring the visitor is eager to return. 


• To ensure cocktail party invitations are completed and sent to the guest rooms within a designated time frame. 


• Monitor and ensure that all mail/ flyers/ invitations/ notices are sent to the guest rooms within the designated time frame. 


• To efficiently process all departing guests accounts engaging guests while following checkout procedures and AAA 5 diamond standards. 


• To ensure that the shift and takings reports are completed and all payments and refunds are accurate at the end of each shift.


• To relay any Maintenance/Housekeeping requests or complaints promptly to the relevant Supervisors/Managers, ensuring that requests have been satisfied and complaints are actively dealt with before the end of your shift. 


• To consistently and efficiently record and log all guests' interaction in the PMS and log book. 


• To maintain a tidy, clean and sanitary work station at all times.


• To comply with all hotel procedures and protocols related to infectious diseases.


• To attend departmental meetings as requested by the Management Team.

• To attend training programs and to ensure that the hotel’s and department’s standard operating procedures are maintained and understood.

• To assist with any functions/events being held on property.

Knowledge

The Front Desk Agent must be proficient in the following areas:

• Minimum of four ordinary passes in the CXC examination subjects or the equivalent, including English and Mathematics, or three years work experience in a Four Diamond Resort.

• Level 2 or above National Vocational Qualification in Customer Service

• Full competency in the use of the computer systems and Microsoft applications including Word and Excel. 


• Must be knowledgeable in the operation of the Property Management Systems (PMS) software and any other operational software.  

Skills

The Front Desk Agent must demonstrate the following skills:

• Is friendly and engaging, promoting positive relations


• Possesses great organizational and communication skills. 


• Is detail oriented.


• Has a humble and serving attitude.


• Good Interpersonal skills.


• Good grooming and presentation.


• Great time management skills.


• The ability to analyze and resolve problems 


• The ability to remain standing and stationary for extended periods of time. 


• The ability to multitask efficiently.


• Must be able to handle different types of personalities.


• The ability to work with minimum supervision. 


• Must demonstrate the capacity to maintain a high standard of customer service throughout your shift. 

Personal Attributes 

The Front Desk Agent must demonstrate the following personal attributes:

• Hospitality


• Honesty


• Resourcefulness 


• Creativity/ Innovative


• Confidentiality


• Reliability 


• Compatibility


• Effective follow up 


• Flexibility 


• Consistency 


• Taking the initiative


• Leadership skills


• Professional deportment