IHG Front Desk Agent at InterContinental Le Vendome Hotel Beirut in Beirut, Lebanon

Description:

1. KEY RESPONSIBILITIES

Job Summary

Under the guidance

of the General Manager, or his delegate, and within the limits of established IHC

and local hotel policies and procedures, responsible for the

effective and efficient check-in and check-out of all hotel guests, deals with

guest complaints and questions.

Essential Duties and Responsibilities

·

Registers

guests into the hotel, ensuring all relevant details are obtained on the

registration card while adhering to the hotel’s credit policy and such details

are recorded in the hotel’s computer system.

·

Advise

Guest Relations and Duty Managers of VIP arrivals.

·

Control

guest room moves to ensure all departments are notified using the correct form.

·

Handles

incoming messages, parcels and communications for guests in coordination with

the Bell Desk and maintain a record.

·

In

the absence of Guest Services staff,

re-confirm guest airline reservations and advise guests accordingly.

·

Maintains

guest accounts and charge records, back-ups are cleared on a daily basis.

·

Attend

to guest queries and complaints in as far as he/she is capable, then refer them

to the Reception Manager or Duty Manager.

·

Checks

correspondence and guest histories of all arrivals for the day.

·

Controls

daily departures allowing for smooth check-out for all departures according to

hotel and InterContinental standards and procedures.

·

Maintains

control of guest room keys

·

Solicits

Six Continents Club membership while maintaining a rapport with current

members.

·

Maintains

Reservations Office procedure when Reservations Office is closed.

·

Prints

registration cards for same day reservations.

·

Maintains

a cash float for use with guest payment of accounts and foreign currency

exchange.

·

Makes

sure all departure with account to company have supporting documents attached.

·

Solicits

Guest Satisfaction Survey and pass them into the Guest Relations Manager or the

Duty Manager

·

Remains

up to date with all rates, packages and promotions being offered by the hotel.

·

Be

up to date with all F&B activities, theme evenings, entertainment and

costs, opening times, theme evening and promotions for both the hotel and

InterContinental Hotels Group.

·

Reads,

initial and appropriately file all incoming memos, promotional material and

reports.

·

Promotes

and maintain good public relations while endeavoring to maximize on occupancy

and average room rate.

·

Carries

out a weekly inventory of office supplies and prepares a requisition for

approval.

·

Promotes

and arrange airport transfers, car hire and tours with hotel limousines as and

when requested.

·

Prepares

guest room keys, welcome booklet, registration card, welcome letter for all

individual as well as group arrivals of the day.

·

Audits

cashier duties on a daily basis, solving all discrepancies related to

Receptionist/ Cashier, reported from Accounts Department.

·

Remains

aware of the hotel’s budgeted occupancy and average room rate.

·

Reviews

and plan for the day’s current status of arrivals, departures, discrepant rooms

and the projected day’s occupancy.

·

Executes

and resolve room discrepancies periodically during shift.

·

Receive

and record reservations for hotel outlets and forward them to concerned outlet.

·

Offers

luggage assistance upon check out and request guest comments, if any about

their stay

·

Maintain

the reception logbook & Fidelio traces for detailed handover.

·

Assist

Guest relations staff and Duty Manager in escorts of al arrivals.

·

Assist

in Airport Escorting service.

Night

Shift Duties

·

Resets

all micros point of sales after the close of outlet for the next day operation.

·

Prepares

F&B recap summary as per Micros Reading

·

Balances

all Fidelio Revenue reports with individual outlet reports

·

Balances

adjustment voucher (misc. charges, rebate credit..) with Fidelio reports.

·

Transfers

all city ledger / cash / check out folios with a;; supporting documents to

accounts as per Fidelio reports.

·

Adjust

Micros billing on Fidelio (correction)

·

Print

Room variances edit report for night supervisor revue and correction.

·

Log

off the system after a message sent to all users prior to night audit run

·

Performs

night audit run after all reports are balanced.

·

Print

all night audit reports as per list

·

Performs

system back up prior to release of the computer for next days transactions.

·

Log

on work station after the system save so that the user can use the system for

next day transaction.

·

Distribute

all night audit reports printer from Fidelio as per list to the respective

pigeon hole by max. 7:30 A.M

Qualifications

2. REQUIRED QUALIFICATIONS

Education:

Bachelor's Degree

Skills:

Microsoft Office

tools

Fidelio/Opera

Experience:

0 to 2 years

Competencies:

Customer Service

Orientation

Adaptability/Flexibility

Developing others

Drive for Results

Team Orientation

Job: Reception

Location: Lebanon-Beirut

Requisition ID: BEI0010238