Front Office Agent

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Lebanon - Beirut

DescriptionThe Front Office Agent is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards.  At all times, He must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

Key ResponsibilitiesThe job of Front Office Agent is executed satisfactorily when:\nUp-selling is focused on and executed in order to increase room revenues.\nShift closing is done properly.\nFinancial Policies and Procedures are supported and followed.\nLQA (Leading Quality Assurance) audit results are 85% and above.\nCSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.\nCheck in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards. \nEnsure that LQA results are above 85%.\nUpon check in, register guest and assign rooms.  Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards.  Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.  \nUpon departure of guests, process the guest check out procedures. Inquire for last minute charges.  Receive payment from guests. Settle the guest account and give copy of the invoice. \nHandle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures.  At the end of shift, balance their cash float. \nAnswer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle.  It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints. \nCoordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. \nKeep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.  \nPossess a working knowledge of the room reservation procedures.  \nMaintain the neatness of his/her working area.\nAdditional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.\n

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Skills, Knowledge and Expertise\nEducation: Hospitality Management Bachelor Degree or equivalent in any related field such as Administration or Tourism Management

\n\nExperience: Minimum of one to two years experience in a customer service position 

\n\nLanguage:  Local language – excellent oral and written skills (as applicable)                    English – good oral and written skills

\n\nCompetencies:   Operational knowledge of front desk operations, Luxury Hotel Experiences                              Knowledge in Microsoft Office (Word, Excel and PowerPoint)                              Knowledge of Opera                              Basic knowledge of Micros is a plus

To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:\nPeople Oriented\nPassionate for European luxury\nEntrepreneurial\nSelf-confident\nPersuasive\nEthical\nQuality oriented\nWell-presented\n\n

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