Front Desk Agent at Four Seasons in Four Seasons Hangzhou at Hangzhou Center

Job description

• Front Desk Agent

Responsibilities

• Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
• Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. Coordinate with Housekeeping ensuring rooms are release in a timely manner.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Makes confirmation for guest with regards to their booking.
• Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
• Ensure all guest information is entered into PSB “Police Station Bureau” system correctly on a timely manner and registration of guest information is completed accordingly. All guest passport or ID is being scanned and updated. Outside guest/ visitors are registered into the PSB visitor booklet. Reports any discrepancies and follow up accordingly.
• Maintains inventory of the department stationary at the end of the month for proper stock keeping and usage.
• Must be familiar with Four Seasons Hotels & Resorts standard training manual and service culture.
• Ensures high standards of personal presentation and grooming.
• Communicate with Finance Department for any pending account, open folio, over / short charge need conduct by monthly basis. Daily review the next three days arrivals detail report with FOM / FOAM to make proper arrangement for the rooms.

Requirements

• College graduate or Certificate in Hotel Management
• Minimum one year working experience in similar 5-star hotel OR minimum six months training in Front Office’s operations in a 5 star hotels for fresh graduates.
• Ability to read, write and speak English. Good Communications skills and Computer skills.
• Being calm and patient and be of service passion. Team player. Being fair and responsible. Be passion and love working.

Skills

Required

• Ability to read, write and speak English
• Good Communications skills
• Computer skills
• Being calm and patient
• Service passion
• Team player
• Being fair and responsible
• Passion and love working

Benefits

• • Competitive Salary, wages, and a comprehensive benefits package
• • Excellent Training and Development opportunities
• • Employee Discount for stays at any Four Seasons worldwide
• • Complimentary Dry Cleaning for Employee Uniforms
• • Complimentary Employee Meals