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Agent, Front Operations

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#CO74191
Τύπος: Πλήρης Απασχόληση

POSITION DESCRIPTION

TITLE: Agent, Front Operations
Division: Hotel
Department: Front Office
Reports to: Duty Manager, Manager Front Office

POSITION SUMMARY:
The Agent, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Mediterranean in accordance with departmental set service standards.

PRIMARY RESPONSIBILITIES:

  • Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room, confirming and executing account payment in accordance with established credit procedures.
  • Maintains a complete knowledge of Hotel’s features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
  • Maintains exceptional customer service to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood
  • Ensures quality standards and procedures are followed for all guests
  • Updates guest information and profile details for all guests
  • Understands rate structure and promotional rates available
  • Contributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms, transportation services and other products where appropriate to guests
  • Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest
  • Obtains feedback from guests to improve services and facilities
  • Takes reservation from guests over desk and after-hours reservations when required
  • Attends daily briefings and ensures pass-on information is seamless
  • Attends scheduled employee training and periodic reviews on generic hotel training
  • Adheres to and complies with all the Company’s policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times
  • Reports accidents, injuries and unsafe work conditions to supervisors
  • Looks out for any person behaving in a suspicious manner and informs Security accordingly
  • Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks, reporting of malfunctioning or maintenance deficiencies to appropriate area
  • Performs other reasonable job duties as assigned by supervisors from time to time

KEY PERFORMANCE INDICATORS:

  • Excellent knowledge of all products and services offered by City of Dreams Mediterranean
  • Continuous progress of Technical Skills
  • Positive Customer Feedback

QUALIFICATIONS:

Experience

  • 1 year of Receptionist experience in a 5-star luxury hotel is preferred

Education

  • Secondary-level education

Skills / Competencies

  • Computer literate
  • Excellent interpersonal and customer service skills
  • Professional written communication skills

Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded

PERPERSONAL COMPETENCIES:

  • Achieves agreed objectives and accepts accountability for results
  • Displays a high commitment to delivering results
  • Leads others to achieve business objectives
  • Communicates effectively
  • Displays the highest level of integrity
  • Ability to maintain discretion
  • Self-motivated
  • Approachable
  • Can stand for a long period of time

Please submit your application though our website https://melcoresorts.wd3.myworkdayjobs.com/en-US/careeror please send an email directly to careers@melco-resorts.com.cy

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