Overnight Front Desk Agent

About the role

The Overnight Front Desk Agent welcomes and registers guests, presents statements, and collects payment for departing guests. They also communicate with housekeeping, maintenance, and guest services to fulfill guest requests. Overnight Front Desk Agents select and block rooms for arriving guests, book same day reservations, pre-register guests as required, and sometimes escort guests to their rooms. Overnight Front Desk Agents work closely with the guest services agents to coordinate the smooth and efficient handling of guest luggage at both check in and check out.

Responsibilities

• Monitor Queue Rooms throughout the day.
• Deal with guest issues as they arise and report to the manager.
• Monitor and solve open folios daily.
• Check in and check out guests according to Raffles standards
• Absorb inquiries via phone call, email or text message
• Manage transactions and collect payments from guests, process refunds and petty cash, produce receipts
• Responsible for maintaining and balancing of their bank float each shift
• Process currency exchange as requested
• Assists to direct and walk guests to their destination in the hotel
• Work with Alice to review guest itinerary
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Always be attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be extremely professional and demonstrate genuine and intuitive service.
• Attend departmental meetings and trainings.
• Maintain regular attendance per schedule.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
• Maintain high standards of lobby and front desk area appearance according to Raffles Standard
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Requirements

• Minimum of 1-2 years' experience in a luxury hotel environment preferred
• High school diploma or equivalent
• Previous experience with OPERA preferred
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Ability to use various computer programs including MS Office Suite

Qualifications

• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel-related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.

Skills

• Effective communication skills (verbal and written)
• Attention to detail
• Customer service orientation
• Problem-solving abilities
• Computer proficiency (MS Office Suite)

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities.

Pay

Hourly Wage: Intro rate at $28.80, hourly rate after 90 days is $32.00

Schedule

Flexible hours including overnight shifts, weekends and holidays