Agent, Front Office 
(18525)

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. 

Alongside ancient rainforest, within the lush green expanse of a working tea plantation, One&Only Nyungwe House is an idyllic eco retreat offering once-in-a-lifetime experiences in the heart of magical Rwanda. The warm African charm 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 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. We don’t just exist in Nyungwe’s environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish. 

• Position                               Agent, Front Office
• Level                                   Colleague
• Department                         Front Office
• Reports to                           Rooms Division Manager, Front Office Team Leader
• Subordinates                      None

 2  Job Details & Requirements

Job Summary

To provide reception services to all guests, and to efficiently respond to requests and concerns raised by internal and external guests. Duties include the smooth operation of check-in and check-out procedures, accurate cashiering transactions and delivery of personalised and professional service.

Key Duties and Responsibilities

• Adherence to all rules, procedures and policies of the Resort, in accordance to the guidance and communication stipulated by the Team Leader.
• Attend duty on a timely manner, with accurate adherence to uniform and grooming standards.
• Attend daily briefing conducted by the Front Office Team Leader/Assistant Manager/Manager.
• Handle all office or duty related equipment in order to accordingly perform needed procedures.
• Maintain a clean and tidy reception area and workspace.
• Allocate and fill out all registration and departure cards in the designated files.
• During night shifts, assistance to be provided for carry-through of PMS night audit procedures, preparation of all operational reports and delivery to management.
• Accurate handover of essential information to the next shift.
• Able to fully navigate the Resort PMS system, and handle check-in and check-out procedures in accordance with standards and time constraints.
• Issuance of keys in adherence to all security measures and procedures in order to assure guests and Colleagues safety.
• Be fully trained on walk-in reservations, DCC system, and up-selling procedures to ensure Resort revenue maximises and guests are satisfied.
• Carry out guests’ check-in, check-out and requests as per Resort standards.
• Be fully trained on checking high balance and traces report.
• Be fully trained on using downtime report.
• Be fully trained on closing City Ledger, rebates and all finance-related reports.
• Assist guests in all their needs throughout their stay and ensure all guests are assisted in a warm and personalised manner as per Resort standards.
• When applicable, assist guests with luggage transport upon arrival and departure.
• Communicate any guest requests or reservations to the call center for follow-up and communication is given back to the guest.
• Have full knowledge of special promotions, events and Resort activities at all times and have basic concierge knowledge of local sites and destinations.
• Deal with currency exchange and transactions according to Resort policies and procedures.
• Ensure all daily revenue transactions according to Resort policies and procedures.
• Be trained on respective tasks and duties in the case of life and safety, fire or other emergency procedures.
• Attend departmental training sessions as requested.
• Assist with other departmental job related tasks when requested.
• Ensure guest information is kept confidential at all the time as per Resort standards.
• Communicate correctly and efficiently with other guest services departments to ensure guest satisfaction.
• Have full knowledge of all Resort accommodation types, additional preferences available on request, and rates related to the respective accommodation type.
• Contributes in achieving departmental goals.
• Maintain Quality documentation. 

Skills, Experience & Educational Requirements

• Fluency in English is essential, any additional languages is preferable.
• Must be willing to learn and skilled to perform the job of a Front Office Agent.
• Any job experience in the Hospitality sector and Front Office department in a resort environment (preferable five star) is a valuable addition.
• Ability to lift heavy objects to complete duties and guest requests.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to have strong guest-oriented services and communication skills.

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.