Business Centre Agent

Job description

 

We are excited to find the next Heartist® Business Centre Agent to join the Raffles Dubai team!

Raffles Dubai promises exceptional standards of service inherent of the Raffles brand and complemented by Arabian hospitality values. Our aim is to keep the Raffles Brand Promise of being an oasis for the Well-Travelled, offering Emotional Luxury to all our distinguished guests.

Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore.  The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

If you are looking for a dynamic environment for growth, please join us as a Business Centre Agent.

KEY ROLES & RESPONSIBILITIES

·  Ensure prompt, efficient and courteous reception of guests
· 
Record and administer arrivals and departures

· 
Full awareness of current daily status of Hotel

· 
Thoroughly conversant with all room types, décor and outlook

· 
Communication and recording of complaints

· 
Ensure guest’s immediate requirements are catered for

· 
Full Awareness of regular guest names & requirements

· 
Receipt of payments

· 
Issue safe deposit boxes and allow guest access in accordance with procedures

· 
Know regular guest names and requirements

· 
Accurate knowledge of hotel facilities and services

· 
Answer guest questions and resolve guest problems

· 
Ensure that guests receive their messages and faxes promptly

· 
Be aware of daily functions, events, VIP and group arrivals

· 
support of operator team when required

· 
To answer all incoming calls quickly, efficiently and in a professional manner.

· 
To have a full working knowledge of the switchboard.

· 
Take telephone enquiries for restaurant reservations using appropriate level of efficiency and sales techniques, ensuring they are entered correctly in Restaurant Reservations Manager (or equivalent) in accordance to the guest’s needs and the Raffles Dubai requirements.

· 
Ensure all internal and external calls are handled according to the hotel standards.

· 
Ensure all requests logged in Royal Service Manager are followed up according to the hotel standards.

· 
To carry out any other duties as required

 

PERSONAL ATTRIBUTES

· 
Strong written and verbal communication skill in English

· 
Able to develop rapport with and gain support from Colleagues and Management staff

· 
Ability to work cohesively with co-workers as part of a team

· 
Ability to focus attention on guest needs, remaining calm and courteous at all times

· 
Ability to promote positive relations with all guests and patrons

· 
Able to exercise good judgment with difficult guests

· 
Understanding and ability to work in a multi-cultural environment

· 
Assist guests with various business needs, i.e., faxes, copies, data entry, etc.  Post charges to guest accounts 

· 
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed

· 
Must possess basic computational ability

· 
Must possess basic computer skills

QUALIFICATIONS

·  Post Secondary Education or relevant qualifications in Hotel Management

EXPERIENCE

·  Minimum 2 years customer service experience preferably in a four or five star hotel