Front Desk Agent

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position: Front Desk Agent

Department:  Front Office /Reception

Reports to: Front Office Manager

PURPOSE OF POSITION

To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange and assisting guest with inquiries.

KEY ROLES & RESPONSIBILITIES

• Provide warm, sincere and engaging service that ensures Guests feel valued
• Treat each and every Guest as a unique individual
• Anticipate Guests’ needs with thoughtful and personal touches
• Resolve Guest problems and never say “no” without offering an alternative
• Be an ambassador for the Brand, Hotel, Community and Colleagues
• Be guided by Accor core values: Guest Passion, Sustainable Performance, Spirit of Conquest, Innovation, Trust and Respect.
• Take an active, positive role within the Hotel
• Maintain a professional appearance
• Participate in pre-shift briefings and monthly meetings to ensure open lines of communication

• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guests’ request of using the service of safety box at all times
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Le Club Accor Programs, and also Fine Resort & Hotel programs
• Attend to guest’s complaints, inquiries and requests, refer problems to Supervisor/ Manager
• Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
• Ensure that the guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure front desk work area is kept clean and in an orderly state at all times
• Is fully aware of the Credit policy
• Adhere to Occupational Health & Safety policies and procedures
• Perform related duties and special projects assigned

PERSONAL ATTRIBUTES

• Strong written and verbal communication skill in English and Russian
• Able to develop rapport with and gain support from Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all guests and colleagues
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

Qualifications

QUALIFICATIONS & EXPERIENCE

• Post-Secondary Education or relevant qualifications in Hotel Management
• Minimum 2 years Front Desk/Guest Relations experience preferably in a four or five star hotel