As a Front Desk Agent, you are a true ambassador of the Victoria experience :
With a strong service mindset, excellent interpersonal skills, and true versatility, you help transform every stay into a unique and unforgettable memory.
Summary of Responsibilities:
Reporting to the Front Office Manager, responsibilities and essential functions include, but are not limited to:
- Consistently offer professional, friendly, and engaging service
- Greet guests and handle check-ins and check-outs according to brand standards
- Escort guests to their room and explain the hotel's facilities and operations
- Create an unforgettable impression by exceeding the expectations of the guests;
- Provide accurate and relevant information about hotel services, resort activities, wellness offers, and local attractions
- Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events;
- Handle special guest requests promptly and professionally
- Process billing and payments efficiently
- Manage and follow up on complaints and ensure clear communication
- Assist guests with specific needs and personalized attention
- Promote the hotel鈥檚 outlets (restaurants, bars, spa, etc.)
- Handle reservations
- Ensure telephone service within brand standards
- Assign rooms based on guest preferences and profiles
- Actively promote the loyalty program
- Follow up on guest requests (technical support, housekeeping, lost & found, etc.)
- Participate in departmental briefings and meetings
- Lead by example and apply both technical and emotional LQA standards
- Know and follow safety procedures in critical situations: stay calm, alert if applicable, observe to provide detailed reports, and secure the area until help arrives
- Commit to high service quality, discretion, and integrity
- Maintain a professional attitude, always smile, and remain calm under pressure
- Comply with ergonomic, health, safety, and hygiene standards
- Follow departmental and company procedures, policies, and service standards
- To ensure that guests are served in accordance with the standards of the Hotel and at the same time to develop the ability of the Hotel to bring profit within the framework of positive relations;
- To ensure the satisfaction of the guests, to become an exemplary representative of the Hotel
- To ensure compliance with all Hotel service standards in relations with guests and hotel staff;
- Handles reservations matters when Reservations Office is closed
- To provide direct service to guests by remembering their name