Front Desk Agent

**General Information**:

- Country/Region- Mexico- Province/City- Riviera Maya- Location- Rosewood Mayakoba- Department- Rooms - Front Office- Job Type- Full-time Permanent- OPERATIONAL TASKS AND RESPONSABILITIES1. Keep all the time the standards established at the Resort Host department, always showing team work.- 2. Ensure that all the standards are kept at the highest level day by day.- 3. Have the correct knowledge about the equipment’s use and maintenance.- 4. Use in every shift the Check List, ensuring all the tasks are completed. 6. Be aware of the Daily Rosewood and share the information with the rest of the team.- 7. Keep a positive contact, even if this is physical or by telephone.- 8. Answer every phone call before the 3rd ring and use the telephone language standards.- 9. Communicate all guest complains to the supervisor or manager on duty, report it to all departments through the appropriate channels and follow up the complaint until the guest satisfaction has been accomplished.- 10. Keep the work area clean and organized.- 11. Be aware of the arrival status of the rooms and coordinate the operation.- 12. Have complete knowledge of the suite types, location, facilities, rates, promotions, packages and services.- 13. Be aware of the occupancy, number of arrivals, departures, availability, Notable Guest and groups in house.- 14. Be aware of the emergency procedures (fire, hurricanes, etc).- 15. Meet the supervisor on duty for a briefing, to review the objectives and priorities of the day, and what is pending before the beginning of the shift.- 16. Have the user ids and passwords required to access to all the hotel computer systems (the access will be provided according to the training progress).- 17. Stock the work stations before the beginning and end of the shift, check if a requisition is required.- 18. Review arrivals and departures of the day. Be aware of the guest requests and special information coming from the reservation.- 19. Assist the guest during the check in process, following the welcome standards, and ensure all the guest information required is inserted in Opera and written in the registration card.- 20. Ensure we obtain all the information required and that the guest signs the registration card at the check in.- 21. Check if there is any messages, itinerary or any kind of information that has to be deliver to the guest upon arrival.- 22. Ensure guests obtain the complete information about their packages or promotions upon arrival (if applies).- 23. Walk our guest if they need bell man assistance or any other kind of transportation.- 24. Update the guest profiles making sure we don’t affect the information already obtained.- 25. Communicate all arrivals to a Rosewood executive and or Host.- 26. Follow the accounting policies and procedures.- 27. Prepare the guest’s departure a day before. Ensure the guest’s folios are correct.- 28. Show the guest their folio and assist them answering their questions in case they are not clear about their statement.- 29. Close the guest’s accounts properly, advise the corresponding departments.- 30. Follow proper late check-out procedure.- 31. Assist all departments when requesting information, without giving away confidential information.- 32. To be able to anticipate any guest request, exceed their expectations and share information with the rest of our internal guests.- 33. Updated and correct knowledge on the hotel’s services, schedules and specifications.- 34. Complete knowledge on the different resort’s outlets, including price range, dress code and ambience.- 35. Knowledge on in house group’s agenda, daily activities at the resort, ballroom’s events, attractions or special local festivities of the season.- 36. Follow up to every guest‘s request in an efficient and courteous manner, assuring they are accomplished exceeding their expectations. Assign task to another department’s member when necessary and assure complete guest’s satisfaction.- 37. Assist guests with personalized itinerary, booking restaurants, activities, tours.- 38. Coordinate cleaning service with HSK team.- 39. Channel guest request’s with authorized vendors, such as:
a. Car Rental.- b. Airlines: reservations, changes and cancellations.- c. All types of transportation.- d. Babysitters.- e. Photographers.- f. Taxi.- g. Pet Care.- h. Medical assistance- i. Financial Services-Banks.- j. Religious Services.- k. Translators.- l. Tailors.- m. Golf.- n. Tours
- Private Services.- o. Planes, Helicopters and Yacht Rental.- p. Flower Shops.- q. Shoe Repair.- r. Hotel Reservations.- s. Night Clubs.- t. Tours- u. Organize amenity deliveries.- v. Packaged and enveloped mail.- w. Personalized Activities Itinerary.40. Maintain positive relationships with our guests at any moment.- 41. Make sure all Guest preference forms are resolved according to the standard.- 42. Do all additional tasks that are not listed in this job description and that are requested by supe