Due to its key location within the hotel, the front desk agent becomes the transmitter and receiver of all communication between clients and the hotel, during their whole visit. Therefore, the main objective for this vacancy is to do everything, using all the resources available, so that customers could enjoy an excellent stay exceeding their expectations to achieve their fidelity to the hotel.
The ideal candidate is expected to:
Serve the customers before their arrival (reservations, request information, etc.)
Serve the customers on their arrival (check-in, luggage and packages, transportation etc.)
Assist the customers during their stay (delivers messages, wake-up service, management of complaints and suggestions, safe service, booking tickets, etc.)
Serve the customers in their departure (check-out, booking a taxi, etc.)
Perform all those internal support tasks coming from the customer service procedure (balance the cash register, incidents' register, updating of the system data , control of production, etc.)
Coordinate the preparation and room departures with Housekeeping Department.
Coordinate any needs with other departments.
Satisfaction questionnaires' compilation from customers related with the service received.
Attend and participate in meetings with management and other departments.
Fill in the Incidents’ Book.