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Guest Service Agent

Millennium & Copthorne - MILLENNIUM

Posted on July 6, 2018

2 - 3 years Dubai - United Arab Emirates

Secondary School, Any Graduation. Any Nationality

Opening 01

Job Description

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Key Job Responsibilities
Under the general direction of the Front Office Manager or his/her
delegate and within the limits of established Millennium Hotels & Resorts
brand and local policies and procedures, your role is responsible for all
activities relevant to the Front Desk such as the reception, check in/out,
rooming of all Hotel guests, foreign exchange and assisting them with
inquiries. This position is concerned with assisting the guest efficiently,
courteously and professionally in all Front Office duties. To maintain a high
standard of quality guest service at all times. Co-ordinate and ensure good
communication is maintained throughout the hotel and promotes the desired work
Greets all guests at all times in a friendly and
helpful manner and attempts to learn and use guest s name at every opportunity.
Registers and rooms all arrivals according to
established procedures.
Maintains intimate knowledge of departmental standards
and procedures.
Performs check in, check out and room change
procedures and ensures all data are entered completely into the hotel systems
in accordance with reservation.
Maintains cashier float and ensures accurate daily
report of all money received.
Cashes hotel guest s personal and travellers checks
and assists with currency exchange.
Keeps abreast of all modifications to accounting
policies and procedures.
Responsible and attends to guests request of using the
service of safety box at all times.
To resolve and log guests complaints or promptly pass
them to the right managerial level if unable to do so.
To check in and register guests accurately in
accordance with established policy and procedures.
To copy and accurately file guest passport upon
arrival ensuring legal compliance.
To be aware of the Hotel occupancy and average room
rate today, month to-date and performance against budget requirements.
Knowledgeable of all special promotion procedures, for
programs such as; Seasonal Packages, Frequent Flyers Programs, and Millennium
Hotels & Resorts Loyalty programs.
Attends to guest s complaints, inquiries and requests,
referees problems to FO Supervisor/FO Manager if he/she unable to assist.
Does everything possible to ensure that the guests
depart the hotel with a positive impression of hotel service.
Performs the audit balances and prepares all works for
audit in an orderly fashion.
When on night shift, checks night report, prepare the
morning report and prepare all necessary forms for the guest arrival.
Takes personal interest and pride to ensure that the
front desk work area is kept clean and in an orderly state at all times.
Be aware of duty of care and adhere to occupational,
health and safety legislation, policies and procedures.
Be familiar with property safety, first aid and fire
and emergency procedures and operate equipment safely and sensibly.
Initiate action to correct a hazardous situation and
notify supervisors of potential dangers.
To liaise with all departments required to assist in
the efficient, pleasant and comfortable arrival, stay, departure of our guests.
To be a salesperson and anticipate guest needs when
offering a room.
To follow country and company legal requirements and
To maintain cash float, according to the department
To file correspondence, forms, etc on the spot to
guarantee a tidy and organized desk.
Good communication and information of previous and
future shifts to be maintained through the Front Office Logbook.
To actively participate on increasing of hotel revenue
through upselling, walk-in and selling additional services.
To enforce and follow the hotel credit policy.
To update OPERA immediately with any changes.
To liaise with Reservations ensuring Reception is
fully updated on today s arrivals.
To carry out all tasks on the daily check list
efficiently and thoroughly.
To handle all tasks given by FO Supervisor/Night
Manager/Front Office Manager.
Log security incidents and accidents in accordance
with hotel requirements.
To be fully aware of the national history of Dubai,
places of interest, shopping areas, etc.
To maintain professional confidentiality and never
disclose any secrets pertaining to the Company.
To promote a helpful and professional image to the
internal and external customer.
To ascertain a high degree of guest satisfaction (to
receive zero complaints about your department).
To use guest names whenever appropriate.
To have a good knowledge of all the different types of
rooms, hotel facilities, and hours of operation, restaurants, shops and
function rooms. To be well informed
about special functions and events held in the hotel on a daily basis.
To be aware of the hotel management, their office
location, role and availability.
To comply with the hotels legal requirements for fire,
bomb threats and Health & Safety.

Hotels / Hospitality

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

University Bachelor Degree or Higher
Secondary School certificate.
Must have excellent communication skills
(verbal & non-verbal).
A minimum of two (2) years experience in
a similar capacity at any 4 or 5-star international hotels.
Diploma in Hospitality or related courses
an asset.
Good knowledge of OPERA System and computer


Hospitality Hotel management Auditing Legal compliance Guest Service Agent Occupational health guest satisfaction Foreign exchange Front desk Reservation


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Millennium & Copthorne - MILLENNIUM

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