Front Office Agent

- Allocates rooms and issues appropriate keys
- Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest's name, address and method of payment
- Changes room rates and guest rooms if approved by Service Manager
- Handles incoming guest room reservations
- Handles reservations for guests with rental cars, restaurants, etc.
- Is aware, at all times, of current room status and room availability
- Is fully aware of Radisson SAS service concepts
- Is fully aware of, and knows how to handle, all current and future hotel promotions
- Utilises yield management to maximise room revenue
- Increases hotel revenue by promoting food and beverage alternatives within the hotel
- Knows the names of key people within Radisson SAS and SAS
- Minimises loss of revenue by adhering to all established credit procedures
- Insures all guests establish credit upon check-in
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
- Improves timeliness of cash flow by adhering to established credit and inventory control procedures
- Receives proper approval codes for cash and credit card paying customers
- Identifies and records special billing instructions and notifies accounting and Service Manager
- Completes shift closing accurately by getting appropriate approval signatures and authorisation codes
- Adheres to hotel policies regarding the use of cash banks
- Communicates effectively with guests, colleagues, and supervisors
- Demonstrates teamwork by co-operating and assisting colleagues as needed
- Handles difficult situations effectively
- Communicates open and closed dates, availability and condition of rooms to the Service Manager
- Keeps effective key control
- Ensures that guest mail and messages are delivered promptly
- Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel's guests
- Issues safety deposit boxes to guests upon request
- Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager immediately for appropriate follow-up

Requirements

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

- Is fully conversant with the hotel reservation system
- Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

- Ensures that own cash is secure at all times
- Ensures all discrepancies in own cash are declared to the Service Manager and Controller
- Ensures that guest details are not disclosed
- Maintains high confidentiality in regards to guest privacy
- Reports any suspicious behaviour of guests and staff to the Service Manager, and Security
- Notifies Service Manager and Executive Housekeeper regarding lost and found objects
- Ensures that all potential and real hazards are reported appropriately immediately
- Fully understands the hotel's fire, emergency, and bomb procedures
- Follows emergency procedures to provide for the security and safety of guests and employees
- Works in a safe manner that does not harm or injure self or others
- Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
- Anticipates possible and probable hazards and conditions and notifies the Service Manager
- Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct