Front Office Agent

FILINVEST COMPANY: CRIMSON RESORT & SPA MACTAN

JOB SUMARRY:

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Mactan, and under the direct supervision of the Front Office Supervisor, the Front Office Agent is responsible for guest registration, guest check out, cashiering and foreign exchange. The position is also responsible for facilitating or providing assistance in case of guest queries / requests.

JOB DESCRIPTION:

• Receives records and handles guest comments, suggestions and complaints for management attention. Reports to the Guest Services Manager and/or Front Office Manager for any complaints requiring immediate attention.
• Facilitates sending out amenity requests for guests that were inconvenienced.
• Sends out the Performance Monitor Questionnaire and completes the report daily log.
• Constantly monitors, issues and files any amenities given to guests under the Repeat Guest Program.
• Prepares and constantly updates Long Staying Guest contracts on file.
• Conducts daily Courtesy Calls to in-house guests.
• Ensures the knowledge of all Room Types and facilitates to optimize room sales.
• Ensures awareness to room situation for the day.
• Ensures maximum sale of rooms at the highest possible rate (i.e. up sell).
• Ensures full knowledge of the computer system and options to render personalized service to guests.
• Promotes inter-hotel sales and in-house facilities and is knowledgeable about banquet events, hotel facilities, Food & Beverage outlets and activities, special promotions and other information that guests may require.
• Attends the daily Front Office briefing.
• Ensures to update the guest history profile accurately so that pertinent information will enable all departments to provide service that will suit the needs and preferences.
• Ensure to keep workplace neat and clean at all times.
• Maintains appropriate standard of conduct, dress, hygiene, uniform, appearance and posture according to established guidelines by the hotel.
• Adheres to established policies and procedures of the hotel in all tasks assigned
• COMPANY POLICIES and PROCEDURES: Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules and Regulations.
• ATTENDANCE: Adheres to the set procedures for attendance and timekeeping.
• COMMUNICATIONS: Attends meetings as required.
• GUEST RELATIONS: As assigned and at all opportunities, assists guest directly and indirectly in order to resolve problems and provide them a delightful staying experience in the hotel.
• LOST and FOUND: Fully aware of and comply with Lost and Found procedures at all times.
• EMERGENCY RESPONSE: Possesses full knowledge of emergency procedures.
• EQUIPMENT CARE: Ensures proper care and maintenance of equipment in the area of assignment.
• GROOMING and HYGIENE: Adheres to specified hygiene and personal appearance standards of the hotel.
• TRAINING and EMPLOYEE ACTIVITIES: Attends scheduled training and participates in company-initiated employee activities.
• ENVIRONMENTAL AWARENESS: Is fully aware of and complies with the Hotels Environmental Policy and established rules and guidelines.
• GUIDING PRINCIPLES: Practices the Guiding Principles in day-to-day interaction. Performs such other functions as may be delegated by management from time to time.
• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Hotel policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database.
• Maintains a favorable working relationship with all other Hotel employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of Crimson Resort & Spa, Mactan to the public
• Practices and role-models the Guiding Principles and Core Values of Crimson Hospitality, and ensures that the employees practice the same.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.