Website Rosewood Hotel Group
Rosewood Hotels & Resorts® manages 29 one-of-a-kind luxury hotels, resorts and residences in 17 countries, with 24 new properties under development. Each Rosewood property embraces the brand’s A Sense of Place® philosophy to reflect the individual location’s history, culture and sensibilities. The Rosewood collection includes some of the world’s most legendary hotels and resorts, including The Carlyle, A Rosewood Hotel in New York, Rosewood Mansion on Turtle Creek in Dallas and Hôtel de Crillon, A Rosewood Hotel in Paris, as well as new classics such as Rosewood Hong Kong. For those who wish to stay a little longer, Rosewood Residences offer a distinct opportunity for ownership or rent in extraordinary destinations within the brand’s wide-ranging portfolio.
Front Desk Agent
Job Description
OVERVIEW/BASIC FUNCTION:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.
RESPONSIBILITIES:
- Maintain complete knowledge at all times of:
a. All hotel features/services, hours of operation.
b. All room types, numbers, layout, decor, appointments and location.
c. All room rates, special packages and promotions.
d. Daily house count and expected arrivals/departures.
e. Room availability status for any given day.
f. Scheduled daily group activities / VIP’s.
- Process all guest check-ins.
- Confirm reservation in system and review all noted information.
- For guests without a reservation, sell a room type agreed upon.
- Register guest in the computer.
- Verify reservation information with the guest (departure date, room type).
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Assign guest room
- Advice guest of any messages, mail, faxes, etc. received for them.
- Communicate services and amenities of the hotel to guests.
- Obtain proper identification for tax exempt guests and attach form to registration card.
- Direct Bell Person to escort guest and transport their luggage to the room.
- Maintain guest history files on all guests.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
- Handle overbooked or “walked” guests.
- Accommodate room changes.
- Document and confirm reservations and cancellations.
- Block rooms in computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
- Process all check-outs.
- Resolve any late charges.
- Present folio to guest and resolve any disputed charges.
- Settle guest accounts.
- Retrieve guest room key from guest.
- Solicit guest comments on their stay.
- Process express check-outs.
- Handle requests for late check-outs.
- Conduct group check-ins/outs.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
- Adhere to all cashiering procedures:
a. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
b. Make change for guests.
c. Cash guests’ personal checks/travelers checks.
d. Post charges.
e. Run closing reports.
f. Count and secure bank.
g. Complete designated cashier reports.
h. Balance receipts.
QUALIFICATIONS:
- Experience: Previous experience in the same role in a luxury hotel is preferred
- Education: High school diploma or suitable equivalent
- General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
- Technical Skills: Opera experience is preferred
About Us
Located on Al Maryah Island at the core of Abu Dhabi’s new Central Business District (CBD), Rosewood Abu Dhabi is a five-star luxury hotel inspired by the glistening Arabian Gulf, reflecting the history, architecture, and culture of Abu Dhabi. You will discover spacious guest rooms, fine dining, and world-class amenities married to stunning views.