Fo Agent

JOB DESCRIPTION Job title Position Department Responsible to

: Receptionist : Rank & File : Front Office : Front Desk Supervisor or in absence to Assistant Front Office Manager JOB SUMMARY - GENERAL SCOPE AND PURPOSE

To work on the rotation basis to efficiently and courteously handle check in, check out, provide information and guest relations in order to ensure maximum guest satisfaction at all time. OBJECTIVES • • •

To achieve a high level of guest satisfaction, consistency, politeness and efficiency in services To control Front Desk expenses to a minimum level and to maximize the revenue through room sales and up selling technique as well as to keep the billing of every single guest in a proper arrangement To ensure all transactions are correctly posted

DUTIES 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31.

To be familiar with all the hotel’s programs To be fully aware of the room situation and to strive to obtain maximum occupancy Carry out any other reasonable duties and responsibilities as assigned Ensure that rooms for VIP and special request are properly blocked Ensure that all operating tools and equipment are in a good working condition Ensure the Front Desk area is clean and tidy at all times Maintain an accurate room status Assign room and rate for every single guest Obtain expected departure date of every guest Obtain guest’s personal data in order to the hotel with important guest information as well police report completion Compare the housekeeping report with actual room status to check discrepancy Record all important incidents, guest comments and any follow up needed in the logbook Ensure that all telephones are answered promptly and clearly in a courteous and friendly manner Advise Superior of any suspicious billing matters Up-sell rooms, F&B outlets and other facilities whenever opportunity arises To control room blocking during peak season and to pre assign rooms for big groups Ensure that all necessary preparations are well done for the arrival Keep the logbook up to date Handle message for guest whenever required and all are delivered promptly Check the validity of travel agent vouchers Handle rooms inspection to walk in guest or visiting guest whenever necessary Promote and sell the in house facilities such as F&B outlets, shops, etc To be fully aware of the rooms location and its layout as well as hotel layout Run the computer back up procedure as required Observe guest services in the lobby area and ensure they are all clean and tidy at all times Enter and update all guest transactions immediately and accurately Accurately post all miscellaneous charges into guest account Handle currency exchange transaction according to procedures where receipt is signed by the guest and receipt is given Prepare and balance cashier report and remittance envelope at the end of each shift To be aware of forged currency and travel cheques Ensure that all guest transactions at the front desk are signed by the guest

32. Arrange guest bills into respective file and verify recurrences PERSONNEL • • • • • • • • •

Attend training as scheduled Report on duty punctually wearing the correct uniform and name tag at all time Maintain a high standard of professional appearance and hygiene at all time Respond to changes as dictated by the industry and the hotel Maintain a good working relationship with your colleagues and all other departments Adhere to the hotel’s policy and procedures Have a complete understanding of and adhere to the hotel’s policy and procedure relating to fire, life, health, safety and security Have a complete understanding of the hotel’s employee handbook and adhere to regulations contained within. Fully conversant with all services and facilities offered in the hotel

LEADERSHIP • •

Providing excellent self-discipline. To give respect to gain respect.

GUEST SATISFACTION • • • •

To follow up all guest request and complaint and to establish preventive actions from future recurrence Provide efficient and courteous services to all guest Respond promptly and tactfully to guest’s complain, request and inquiries Maximize using guest name

DECLARATION I ……………………………… have received, read, understood and agreed to perform the duties assigned as started in this job description and other tasks as assigned by my immediate supervisor.

--------------------------Associate’s signature

--------------------------Date THIS JOB DESCRIPTION IS NOT EXHAUSTIVE, DUTIES AND RESPONSIBILITIES MAY BE ADDED OR REMOVED BY HOTEL MANAGEMENT AT ANY TIME