Front Desk Agent

C. Job Qualifications

A high school diploma or equivalent is required. Additional education in hospitality or a related field is a plus.

• Excellent communication and interpersonal skills.
• Ability to handle stressful situations with composure.
• Strong organizational and multitasking abilities.
• Familiarity with hotel management software.

Responsibilities

Administration

• Directs and coordinates all marketing activities and to communicate these activities throughout the hotel.
• Maintains the Daily Log Book.
• Reports "Lost and Found" items.

Customer Service

• Delivers the brand promise and provide exceptional guest service at all times.
• Provides excellent service to internal customers as appropriate.
• Be familiar with the hotel's products and services and policies.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

Operational

• Meets and greets all guests and assists with registrations.
• Ensures the strict control of room keys.
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Prepares welcome cards and keys for arrival FIT guests.
• Ensures accurate knowledge of hotels and the tourism in Singapore.
• Reports "Lost and Found" items.
• Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Supports and embraces the spirit of "We work through Teams".
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
• Ensures an understanding on the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.

Personnel

• Supports the implementation of The People Philosophy, demonstrating and reinforcing GHM's Values and Culture Characteristics.

Other Duties

• Ensures high standards of personal presentation and grooming.
• Exercises responsible behavior at all times and positively representing the hotel.
• Responds to changes in the Rooms function as dictated by the industry, company and hotel.
• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• Attends training sessions and meetings as and when required.
• Carries out any other reasonable duties and responsibilities as assigned.

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