Front Desk Agent (Hotel)

What do we expect from you? Under the general guidance of the Front Office Manager or any other authorized by the management, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program. How your day looks like? • Actively welcome, greet and check guests in • Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’ • Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up • Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc. • Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries • Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in Nuvola or hotel internal specific communicating system • Update and maintain the reception hand over book, pass on all guest feedbacks to the Manager on duty so appropriate action may be taken • Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Mondrian Singapore Duxton confidentiality standards • Ensure the correct procedure and policy standards are adhered to • Ensure all necessary supplies are available for the front desk, manage par stock and order supplies • Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc. • Encourage up-selling in order to maximize rates • Ensure work areas are cleaned and maintained at all times How do I deliver this? • Tell it like it is - Authentic, honest, you mean it, sincere, true. • Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual. • I've got your back - Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable. • Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different. • Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.