PURPOSE OF POSITION
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 role is to ensure that our guests could enjoy an excellent stay exceeding their expectations to achieve their fidelity to Room Mate.
ROLES AND RESPONSIBILITIES
- 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.
PROMOTION POSSIBILITIES
- Front Desk Agent at any Room Mate Hotel.
- Front Desk Manager.
RESPONSIBILITIES
- Work planification
- Customer Service assessment
- Coordinate with other departments
- Sales (rooms and other services)
- Administrative tasks
WORKING RELATIONSHIPS
- Department colleagues and every Hotel Department
- Customers
PREVIOUS EXPERIENCE NECESSARY FOR JOB PERFORMANCE
- Front Desk Agent (2 years)
- Customer service at hotels or tourism-related companies (2 years)
TOOLS AND SOFTWARE
- Opera
- Microsoft Office package (word, excel, power point y access)
TRAINING AND OTHER KNOWLEDGE NECESSARY
EDUCATION
- Tourism Diploma, languages.
POSTGRADUATE TRAINING
- Related with Tourism and Hospitality.
LANGUAGES
- English is essential. Any other languages will be valued such as Spanish.
SOFTWARE
- Knowledge in hotel management software (ej. Opera.)
- Microsoft Office
OTHERS
- Knowledge of the internal procedures at Front Desk Department Will be valuable.
- Resident where the position is offer
Duration: 12 months
Stipend: $1,800/month