Front Desk / Raffles Club Agent

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

Job summary

A luxury hotel chain is seeking a Front Desk Manager to oversee all front desk activities, including guest check-in/out and cash handling. The ideal candidate will have at least 2 years of guest relations experience in a four or five-star hotel and must possess strong communication skills in English. This role requires attention to detail, the ability to manage guest inquiries, and the capability to work in a multi-cultural environment, ensuring every guest has a positive experience.

Qualifications

• Minimum 2 years guest relations experience preferably in a four or five star hotel.

Responsibilities

• Greet guests at all times in a friendly manner.
• Perform check in, check out, and ensure data accuracy.
• Maintain cashier float and report daily.
• Assist with currency exchange and guest inquiries.
• Attend to guests’ complaints and requests.

Skills

Strong written and verbal communication skill in English

Ability to develop rapport with colleagues

Ability to work cohesively with co-workers

Ability to focus attention on guest needs

Ability to promote positive relations with guests

Judgment in difficult guest situations

Understanding of multi-cultural environments

Education

Post Secondary Education or relevant qualifications in Hotel Management

Job description

Job Description

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

Key Roles & Responsibilities

• Greet guests at all times in a friendly and helpful manner when entering Raffles Club or approach the Front Desk
• 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, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• Attend to guest’s complaints, inquiries and requests, refer problems to supervisor / Assistant Manager if he / she unable to assist
• Liaise closely with Butlers and other departments to escort and do follow-ups on guest requests or requirements
• 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 / raffles club area is kept clean and in an orderly state at all times
• Be fully aware of the Credit policy
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

Qualifications

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

Personal Attributes

• Strong written and verbal communication skill in English
• 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 patrons
• Able to exercise good judgment with difficult guest
• Understanding and ability to work in a multi-cultural environment