Front Office Agent

SCOPE: HOTEL DEPARTMENT: FRONT OFFICE

MISSION: Fulfill the daily operations of the department, committing to achieving excellence in customer satisfaction. Work together with the team to meet and exceed customer service expectations.

• Personalize each interaction with a guest using their name during conversations.

• Be responsible for maintaining guest profiles to ensure an accurate source of information about each customer's needs and preferences.

• Be aware of potential VIPs arriving or visiting different areas of the hotel. Ensure they are received and escorted to their destination.

• Efficiently handle all administrative tasks at the front desk, ensuring the accuracy of guest accounts and the correct billing/charging of guest credit cards, following local regulations regarding payment limits.

• Handle all guest complaints in a professional, empathetic, and personal manner.

• Ensure that all relevant information is promptly communicated to the front desk management team.

• Seek ways to continuously improve knowledge and personal skills and be actively involved with leaders in creating best practices in the office.

• Support the rate strategy established by the Revenue team. Maximize hotel sales and revenue by promoting Upselling/Cross-selling.

• Ensure guests receive a fast and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.

• Handle phone calls from internal and/or external guests, unless the hotel has a centralized Guest Service Line.

• Become an ambassador of the hotel at all times when representing the company.

• Be responsible for maintaining guest profiles to ensure an accurate source of information about each customer's needs and preferences.

• Ensure that all relevant information is immediately communicated to the front desk management team.

• Ability to work under supervision, be courteous and helpful with both colleagues and guests, have good communication skills, be enthusiastic and willing to learn.

• Ability to understand and exceed guest expectations and needs.

• Support, maintain, and enforce hotel service standards.

• Ensure that all customer inquiries or requests are handled politely and efficiently, within an acceptable timeframe.

To know the Brand philosophy and comply with the standards, operational manuals, and identity guidelines applicable to the department.

To look after the guest experience and personalize their stay, anticipating their needs and exceeding their expectations.

To handle guest incidents, communicating the actions taken to the person in charge. To escalate the incident to the person in charge if a solution cannot be provided.

To know the Guest Voice objectives and carry out the necessary actions to achieve them.

To support the person in charge with the Sensorial Architecture established for their areas.

To know and promote the hotel's services and facilities, as well as the entertainment program, experiences, and events.