Agent Front Operations

REQ14613 Agent, Front Operations (Open) **POSITION SUMMARY:** The Agent, Front Office is responsible for delivering a positive and quality customer service experience through providing check-in, check-out and related services to guests and visitors to City of Dreams Mediterranean in accordance with departmental set service standards **PRIMARY RESPONSIBILITIES:** * Performs check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room, confirming and executing account payment in accordance with established credit procedures.  * Maintains a complete knowledge of Hotel’s features, services, and hours of operation as well as products, events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice. * Maintains exceptional customer service to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood * Ensures quality standards and procedures are followed for all guests * Updates guest information and profile details for all guests * Understands rate structure and promotional rates available * Contributes to the maximization of revenue within City of Dreams Mediterranean by “upselling” rooms, transportation services and other products where appropriate to guests * Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest * Obtains feedback from guests to improve services and facilities * Takes reservation from guests over desk and after-hours reservations when required * Attends daily briefings and ensures pass-on information is seamless * Attends scheduled employee training and periodic reviews on generic hotel training * Adheres to and complies with all the Company’s policies and procedures including set guidelines for attendance & timekeeping; grooming, and hygiene standards at all times * Reports accidents, injuries and unsafe work conditions to supervisors * Looks out for any person behaving in a suspicious manner and informs Security accordingly * Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks, reporting of malfunctioning or maintenance deficiencies to appropriate area * Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues * Performs other reasonable job duties as assigned by supervisors from time to time **KEY PERFORMANCE INDICATORS:** * Excellent knowledge of all products and services offered by City of Dreams Mediterranean * Continuous progress of Technical Skills * Positive Customer Feedback **QUALIFICATIONS:** **Experience** * 1 year of Receptionist experience in a 5-star luxury hotel is preferred **Education** * Secondary-level education **Skills / Competencies** * Computer literate * Excellent interpersonal and customer service skills * Professional written communication skills * Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded **PERSONAL COMPETENCIES:** * Achieves agreed objectives and accepts accountability for results * Displays a high commitment to delivering results * Leads others to achieve business objectives * Communicates effectively * Displays the highest level of integrity * Ability to maintain discretion * Self-motivated * Approachable * Can stand for a long period of time