Job expirat
Position: Night / Shift Front Office Agent
Department: Front Office
Objectives
• To offer our guests a friendly and efficient service at all times, taking account of the established service standard and Management guidelines
• To maintain safety levels
• Maintain flowing communication
• To ensure a high level of consistent service to all The Palace guests, maintaining communication between departments and conveying all guest feed back. Promote all F & B outlets and activities.
Main Tasks
• Know the standards and put them into practice in his/her daily work, thus actively pursuing the hotel’s objectives.
• Be come familiar with all work sequences within the Front Office / Concierge Department and room types.
• Be available for guests at all times as a point of contact and co-responsibility for appropriate treatment of guest complaints, passing on and documenting such complaints.
• Maintain regular contact with in- house guests.
• Check-in / Check-out Procedures
• Contact arrivals and ensure their satisfaction – action any feedback in the correct way and as per standards required.
• Attend regularly in departmental meetings.
• Keep a good rapport with all Tour Operator couriers and group leaders.
• Take over from evening Front Office Agent nothing all necessary information, get updated on all situations that occurred during the day such as VIPs in house and also check on all pending arrivals / checkouts.
• Ensure that accurate records of wake-up calls, newspapers, guest messages and faxes are maintained.
• Check and monitor any functions taking place at the time.
• Ensure all staff hand-over procedures are carried out at shift change and that all check & task lists have been completed.
• Assist in checking VIP arrival rooms and spot checking rooms prior to guests’ arrival.
• Promote all Hotel Sales and in-house facilities.
• Ensure that full night audit systems procedures are carried out and all reports are issued and distributed accordingly.
• Carry out Night Banking in accordance to The Palace procedures.
• Be responsible for running Daily ‘saves’ and monitoring front office systems. Co-ordinate with any down time procedures and deals with Micros outlets.
• Deal with any Room Reservation enquiries effectively and complying with procedures.
• Have knowledge of all equipment and installations on the Executive Floors, and able to work there independently in conformity with the established standard and take over shifts if necessary.
• Participate in any training courses deemed necessary and put skills learned, into practice.
• Handling of cash, provide good filing system, accurate end of shift hand over.
• Assist / relieve Daily Front Office Agent, Concierge, Porter with their duties.
• Know all tasks on the central telephone switchboard (acceptance and passing on of telephone calls, faxes, messages, etc.), can work independently there and will take over shifts when necessary.
• Organize desk and plan for adequate future manning of the desk.
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Our Client has recently expanded its group and now is comprised of seven hotels… The superior 4 star Victoria Hotel, the 200 year old Palazzo Capua and the 5 star city hotel The Palace that are all based in the heart of Sliema, the central part of Malta. Further up north there are two coastal resorts in Qawra consisting of the self-catering Sunny Coast Resort and Spa and the all-inclusive Seashells Resort at Suncrest. In 2017 & 2018, Our Client will introduce two brand new hotels that are set to open their doors in Valletta – the historic capital of Malta. The Saint John – a smart boutique hotel that caters for independent and design-obsessed travellers and Palazzo Merkanti – 5 star luxury hotel that prompts in artistic contemporary baroque style with its exaggerated motion, dramatism and whimsical emotion to be established in the characteristic 17th century old building.
The Connect
Executive Recruitment
www.mbspconnect.eu
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