The Front Desk Agent reports to the Front Desk Manager and receives coaching, guidance and other duties from the Front Desk Manager as well as from the Front Office Supervisor.
Greet and escort guests promptly to their rooms if needed.
Performs all Mandarin Oriental standards at arrival and departure in accordance with Legendary Quality Experience.
Acts as a PBX Operator when necessary.
Handle cash drawer properly as outlined in the MOHG Controller’s manual.
Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct.
Address special guest preferences recorded in guest history profiles.
Able to communicate special features and services unique to the guest’s needs.
Stay current with developments and procedures in the hotel by attending daily Front Desk briefings and reviewing the Front Desk communications board regularly.
Provide quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-
out and throughout the guest’s experience.
Arrange fulfilment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues.
Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
Communicate clearly with the Night Auditor and Accounting Department.
Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data.
Provide assistance to guests in the lobby.
Responsible for preparation of the daily arrival bucket, in-house bucket and next day arrivals (including welcome cards, guest business cards, registration cards and limousine arrivals).
In charge of guest invoices (in-house).
Provide a complete version of next day correspondence (arrange group check in, check next day limousine transfers with concierge, copy cost declarations, etc).
Check credit card authorization in SMS for all in-house guests.
In charge of all incoming reservations, after reservations team has left. Especially at the weekend.
Accounting duties : open balances on checked out guest accounts, check paid outs and adjustment receipts.
Perform any other reasonable duties as required by the management of the Hotel.