Front Office Agent - Waldorf Astoria Ras Al Khaimah

Job Overview

Join the team at Waldorf Astoria Ras Al Khaimah as a Front Office Agent, where your role goes beyond managing check-in and check-out processes to creating delightful and memorable experiences for guests, radiating warmth and outstanding hospitality.

Key Responsibilities

• Welcoming and guiding guests arriving in the lobby area with friendliness and professionalism.
• Serving as the primary liaison for both regular and VIP guests, ensuring thorough communication of their specific needs to hotel departments.
• Building and nurturing positive rapport with guests and team members alike.
• Consistently obtaining verbal feedback from guests and promptly addressing any queries or concerns.
• Ensuring guest comfort and satisfaction during their stay by handling reception-related requests effectively.
• Documenting and swiftly resolving any guest complaints or issues.
• Upholding the True Waldorf Service promise by supporting guests throughout their entire experience with the hotel.
• Having comprehensive knowledge of all hotel services and facilities, and identifying opportunities to upsell or promote as appropriate.
• Quickly managing and resolving operational challenges during shifts.
• Maintaining exemplary customer service standards in the reception and lobby areas.
• Responding to guest inquiries and directing them to the appropriate contacts for further assistance.
• Participating actively in training sessions covering computer systems, shift management, daily operations, and guest service excellence.
• Handling telephone and operator duties as needed.
• Working with great precision and ensuring timely follow-up actions.
• Completing shift checklists and passing detailed handovers to incoming staff.
• Personalizing guest interactions by gathering valuable feedback, promoting Hilton Honors membership, and customizing upselling techniques.

Additional Support Duties

• Providing assistance to other departments as needed based on operational demands.
• Coordinating with departments such as Security, Housekeeping, Engineering, Accounting, and Food & Beverage to address issues and improve guest experiences.
• Reporting lobby maintenance needs to the Front Office Manager and following up on their resolution.
• Collaborating with Housekeeping regarding room requirements and cleanliness.
• Supporting other departments' tasks during staffing shortages as directed by management.

Qualifications and Skills

• Strong interpersonal skills with the ability to handle guests and team members with patience, tact, and professionalism, especially during challenging situations.
• Good mathematical skills to interpret and manage numerically related hotel operations.
• Proficiency in using moderately complex computer systems to access and input information accurately.
• Fluent in English for effective communication with guests and colleagues.
• Capability to perform well under pressure and manage stress during busy periods.

About Waldorf Astoria and TALENTMATE

Waldorf Astoria is part of Hilton's prestigious collection of hotel brands, renowned for delivering world-class hospitality and an exceptional workplace culture. Hilton has welcomed over three billion guests globally and is consistently recognized as a top employer through awards such as Great Place to Work and Fortune’s World’s Best Workplaces.

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