Agent, Front Operations

Requirements

• 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
• PERSONAL 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

Additional Information

REQ14613 Agent, Front Operations (Open) 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 Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues 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

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