Front Desk Associate
Full time
at Rosewood Doha
in
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Posted on February 21, 2025
Job details
Job Summary The Front Desk Associate serves as the welcoming face of the hotel, ensuring a seamless and personalized experience for every guest. This includes managing the check-in and check-out process efficiently, processing payments accurately, and addressing guest inquiries with professionalism and warmth. Essential Duties and Responsibilities:
- Consistently offer professional, friendly, and engaging service.
- Greet, check in and settle guest accounts while ensuring all service standards are followed.
- Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float.
- Handle guest requests, questions, and concerns effectively and promptly.
- Promote a professional team environment.
- Follow department policies, procedures, and service standards.
- Perform any and all other tasks assigned by management.
- Always uphold the highest standard of internal and external customer service.
- Ensure all emails are actioned and completed as per request.
- Be a competent key person within the department, able to communicate and find answers in an efficient and professional way.
- Ensure clear, complete, and legible information is taken from the guest and is forwarded to the appropriate Associate/Department to satisfy the request and/or resolve the issue.
- Resolve guest issues within your capabilities, ensuring guest satisfaction.
- Communicate effectively with Guests, Hotel Associates, Managers, and Directors.
- Daily completion of all record sheets, filled out correctly and filed accordingly.
- Note any outstanding issues and communicate with your senior Manager.
- Maintain the Rosewood handover log for the next shift, noting any services that are pending to ensure follow-up and completion.
- Maintain complete knowledge of using the Hotel equipment (e.g., computer, photocopier).
- Communicate all issues to HOD/Manager/Supervisor.
- Flexibility to cover shifts and responsibilities when required (Night Shift, Day Shift).
- Promote hotel facilities effectively, including opening hours on all Food and Beverage outlets.
- Be knowledgeable of the surrounding area and thorough knowledge of the guest rooms, including view, amenities, features, and types.
- Be inquisitive and share knowledge.
- Ensure you have an excellent knowledge of products and services available both internally and externally.
- Ensure all special request information is logged into the guests' Opera profile.
- Strive to achieve any upselling targets and assist all other departments.
- Maintain healthy inter-departmental relationships.
- Carry out, within your capability, all reasonable requests by the Senior management.
- Be able to work without supervision and lead by example at all times.
- Ensure that brand standards are adhered to at all times to ensure successful brand standard audit score.
- Collect preferences daily and enter them in the guest profiles.
- Ask questions and share answers with all associates continuously.
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