Front Office Agent, The Ritz-Carlton, Almaty

Education/ critical competences: High School diploma/G.E.D. equivalent

Critical tasks: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Critical competences: Specific tasks that will need to be completed in order to perform job

1. Ability to input and access data in PC database.
2. Ability to understand guest inquiries and provide responses.
3. Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
4. Ability to focus on guests' needs, remaining calm and courteous.
5. Ability to think clearly, quickly and make concise decisions.
6. Ability to focus on details, prioritize, organize and follow up.
7. Ability to show initiative; work well under pressure of multiple arrivals/departures within any given period of time.
8. Ability to maintain confidentiality of all guests and hotel information.
9. Ability to ensure security of guest room access.

   10. Ability to work in a team and cooperate with other departments.

Essential job function

1. Maintain complete knowledge at all times of:

1.1All hotel features/services, hours of operation.

1.2 All room types, numbers, layout, decor, appointments and location.

1.3 All room rates, special packages and promotions.

Daily house count and expected arrivals/departures.

1.5 Room availability status for any given day.

1.6 Scheduled daily group activities.

2. Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

3. Keep control over the assigned deposit box. Keep it secure.

4. Meet with supervisor to review daily assignments and priorities.

5. Meet with departing Front Desk Agent to review business status and follow up items.

6. Access all function of computer system according to established procedures and standards.

7. Set up workstation with necessary supplies; maintain cleanliness throughout shift.

8. Answer department telephone within three rings, using correct greeting and telephone etiquette.

9. Promote positive guest relations to all individuals approaching the Front Desk.

10. Accommodate all requests for information in a congenial manner.

11. Process all guest check-ins according to established hotel requirements:

11.1 Confirm reservation in system and review all noted information.

11.2For guests without a reservation, sell a room type agreed upon.

11.3Register guest in PC database and generate a registration card.

11.4 Tell the guest about registration card information.

11.5Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

11.6 Assign guest room.

11.7Advise guest of any messages, mail, faxes, etc. received for them.

11.8 Inform guest of room safe and mini-bar key and room key procedures.

11.9 Issue parking passes/validate valet parking tickets and enter information in computer.

11.10 Communicate services and amenities included in packages to guests on packages.

11.11 Obtain proper identification for tax-exempt guests and attach form to registration card.

11.12 Ask the guest to sign necessary papers.

11.13 Ensure that Bellman escorts guest to the room and transports their luggage to the room.

12. Perform the registration for foreign guests according to the local laws on registration.

13. Maintain guest history files on all guests.

14. Communicate V.I.P. arrivals to the staff for escorting and delivering amenities.

15. Set up accurate bills for each guest checking in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).

16. File registration cards and vouchers in bucket by room number.

17. Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.

18. Make room change.

19. Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.

20. Document all guest requests, complaints or problems immediately to the mystique system and notify designated department by using F9/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.