Front Office Agent
(11571)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Shimmering in the depths of the azure Aegean Sea, a story-filled island of myths and marvels, One&Only Kéa Island emerges to honour untold beauty with authentic flavours of Greece. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
About The Role
Run daily activities, reporting and operations of the Front Desk Department (such as check-in, credit limit, check-out, etc.). With experience in a high-quality luxury boutique hotel/resort guest services, the Agent, Front Office will offer the highest level of customer service. Agent, Front Office supports all property operations, ensuring that the highest levels of hospitality and service are provided. Agent, Front Office manages the flow of questions and directs guests within the lobby, as well as support the tracking and resolution of service issues.
Key Duties and Responsibilities
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- Encourage and build mutual trust, respect, and cooperation among team members.
- Demonstrate appropriate behaviors.
- Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Provide information to supervisors, co-workers, by telephone, in written form, e-mail, or in person.
- Provide services for customer satisfaction and retention.
- Support handling complaints, settling disputes, and resolving grievances and conflicts and reporting to manager, or otherwise negotiating with others.
- Provide immediate assistance to guests.
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Record guest issues in the guest response tracking system.
- Always follow LQA Standards related to FD operations.
- Respect and maintain Forbes Standards.
- Focus on guest satisfaction and focus on continuous improvement.
- Analyse information and evaluate results in order to choose the best solution and solve problems.
- Support day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
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- Ensure compliance with all policies, standards and procedures.
- Participate and contribute in the discussion of the work that affects Front Desk department, discuss the ways of service improvement.
- Support implementation of the upselling program, communicating and ensuring process.
- Proceed with check-ins and check-outs.
- Ensure that passports data collected at the check-in and guest registration is done.
- Ensure due outs are done in a timely manner.
- Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
- Provide necessary reports to Finance department when needed.
- Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the FOH Manager or Director of Rooms.
- Ensure compliance with all policies, standards and procedures.
- Maximum room occupancy and yield is ensured in line with the standards policy on rates.
- Daily check of arrival list, making sure all rooms are assigned according to category booked and guest preferences.
- Close communication is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies.
- All charges are correctly entered onto the guest’s folio and that this is always kept up to date.
- The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed. Declares any overage or shortage on this report.
- To be very meticulous in completing the daily checklist and check that it has been done during shift handover.
- To assist with any other duties as required by the Director or another member of the management team.
Skills, Experience & Educational Requirements
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- Bachelor's degree
- Minimum two years working in a luxury, or boutique hotel in Front Office department
- Must be proficient in hospitality guest services and team development
- Previous guest service and reservations experience preferred.
- Excellent written and oral communication skills required, must be fluent in verbal and written English
- Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
- Excellent listening and comprehension skills required.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
