Front Office Agent
Kempinski
Chengdu, China
6天前

Front Office Agent

The Front Desk Agent is responsible for checking Hotel guests in and out in a friendly and caring manner according to Kempinski procedures and Leading Quality Assurance (LQA) standards.

At all times, he / she must display a professional and positive image as they play a crucial role in the first and last impression the guest receives.

Kempinski Hotel Chengdu

Key Responsibilities :

Check in arriving guests and check out departing guests in a friendly and caring manner according to Kempinski’s and Leading Quality Assurance (LQA) standards

Ensure that LQA results are above 85%

  • Upon check in, register guest and assign rooms, accommodating special requests whenever possible, verifying the guest’s method of payment and following established credit procedures;
  • refer cash handling payment to cashiers if necessary

    Use suggestive selling techniques to sell rooms and to promote other services of the hotel

    Upon departure of guests, process the guest check out, inquiring for last minute charges, accepting payment, settling the guest account and providing copy of the invoice

    Handle all front office cashiers’ transactions such as posting charges to guests, exchanging foreign currency according to procedures and balancing cash float at end of shift

    Answer all guest requests, questions and complaints in a friendly and caring manner, by telephone or in person, provide / receive information and take appropriate actions or refer the matters to the relevant persons to handle

    Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests

    Keep informed of product and service offerings as well as daily hotel and meeting activities

    Possess a working knowledge of room reservation procedures

    Maintain the neatness of working area

    Additional responsibilities and tasks may be added according to the needs of the business and of the hotel

    Desired Skills & Qualifications :

    Minimum of one year experience in a customer service position

  • Ability to work and communicate in a multinational environment, including oral and written language skills in insert local language and English;
  • Any additional languages are a plus

    Operational knowledge of front desk operations

    Luxury Hotel Experiences

    Communication skills

  • Basic knowledge of hotel operations & Computer systems, including Microsoft Office (Word, Excel and PowerPoint) and Opera;
  • Basic knowledge of Micros is a plus

    Passion for hospitality and the European elegance of service

    Job Level : Staff

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