JOB DESCRIPTION

POSITION:     Front Office Agent

REPORTS TO: Front Office Manager

SCOPE

Controls the reception, registration, room allocation and checking out of all guests and carries out verification and auditing of accounts.

RESPONSIBILITIES

Operations

• Liaises with other departments including Housekeeping, Pantry, Maintenance, Drivers, Administration to ensure facilities are always fit for purpose and of a standard in keeping with the image of HIE. Reports any defects.

Customer Service

• Provides excellent customer service to both external and internal customers.
• Makes reservations for Hotel guests
• Is knowledgeable of all services, processes and procedures of the hotel
• Welcomes registers, assigns rooms and allocates keys and establishes payment. Checks out guest and ensures payment.
• Handles all guest complaints and inquiries in a courteous and efficient manner.
• Makes arrangements for guest services as required.

Night Audits

• Ensures all procedures, policies and regulations relating to financial record keeping and money handling are adhered to, including the timely and accurate inputting and reporting of financial information.
• Carries out night audits to verify the accuracy of guest accounts by balancing departmental income, compiling computerized updates and verifying records.

Health, Safety & Environmental (HSE)

• Practice all Safety & OSHA Policies & Procedures

• Maintain a safety conscious attitude at all times
• Ensure that adequate information is provided for completing tasks and seek clarification as required
• Inform supervisor of all unsafe conditions observed and the occurrence of incidents or accidents

KNOWLEDGE & SKILLS

• Excellent command of the English language
• Customer orientated and results driven including able to relate to the public in a warm, friendly and professional manner.
• Effective oral and written communication skills including being able to deal effectively with a variety of individuals both face to face and by telephone
• Computer literate
• Mathematical skills
• Ability to work independently as well as part of a team