About this role
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