Front Desk Agent

AccorHotel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality company in Dubai is seeking a detail-oriented individual passionate about guest service. Responsibilities include checking guests in and out, resolving complaints, and managing key control. Qualifications require at least one year of hotel experience, fluency in English, strong communication skills, and a degree or diploma in hospitality management is favorable. Ideal candidates will be familiar with property management systems and should be organized, flexible, and capable of handling multiple requests.

Qualifications

• Minimum of 1 year previous Hotel experience is an asset.
• Ability to handle multiple tasks and guest requests.
• Experience with a hotel loyalty program is an asset.

Responsibilities

• Execute daily functions of arrival and departure for guests.
• Resolve guest complaints and follow up with manager.
• Ensure strict control of room keys and safeguard valuables.

Skills

Passion for guest service

Excellent communication skills

Organizational skills

Fluency in English and additional language

Computer proficiency in Windows

Education

Degree or Diploma in Hospitality Management

Tools

Property Management System (Opera)

Job description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Responsibilities

• Execute the daily functions of arrival and departure for guests in a manner keeping with the Fairmont Service Promise and the guests.
• Adheres to and executes all job task checklist points.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Review all Group Resumes, VIP reports, daily business reports.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
• Comply at all times with Accor standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
• Cash handling and credit processing as required, to include Gift Card redemption.
• To support the Concierge or Telephone Operator as required.
• Resolve guest complaints or otherwise follow up with manager.
• Review room queue and work with Housekeeping to expedite turnover.
• Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored.
• Handle Due-Out and Discrepancy updating in communication with the Housekeeping Department.
• Post applicable charges for late check-outs requests.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security.
• Ensure proper handling and documentation of guest’s valuables being secured in hotel safe deposit box.
• Drive and champion ALL loyalty program.
• Drive FO Up selling program.
• Be familiar with hotel services and promotions and promote them.
• Use Royal Service Manager as the main method of communication throughout the department as required for communication.
• Take and deliver accurate and timely guest messages.
• Respond to queries positively.
• Follow department policies, procedures and service standards, including all safety policies.
• Other tasks as assigned.

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, and at least one additional language
• Minimum of 1 year previous Hotel experience is an asset.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Property Management System such asOpera is an asset.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).