وصف الوظيفة
Role Overview
Night Front Office Agent at Accor, Raffles The Palm, Dubai. Reporting to the Front Office Supervisor. The role manages all Front Desk activities including reception, check-in and check-out, cashiering, foreign exchange, and guest inquiries.
Company Overview
Raffles Hotels & Resorts is a legendary brand established in 1887, celebrated for its storied heritage and hallmark of intuitive, gracious service. Raffles The Palm opened in 2021 on the western crescent of Palm Jumeirah, featuring 340 spacious rooms, suites and villas inspired by European palace elegance with handcrafted Italian furniture. The resort offers panoramic views, a private beach, state-of-the-art entertainment and recreational facilities, specialist boutiques, a VIP movie theatre, and signature and private restaurants with banqueting and conference spaces. At Raffles, excellence is a craft, and every team member is a master in their field.
Role Purpose
The Night Front Office Agent is the first and last point of contact for guests, responsible for creating a seamless, warm, and personalized arrival and departure experience. The role ensures every guest feels welcomed, valued, and well cared for throughout their stay while maintaining the exceptional service standards and elegance that define the Raffles experience.
Key Responsibilities
Guest Services & Operations
- Register and room all guest arrivals according to established procedures.
- Perform check-in, check-out and room change procedures and ensure all data are accurately entered into the hotel system.
- Attend to guests' requests for safety box services at all times.
- Attend to guest complaints, inquiries and requests, refer problems to supervisor or Assistant Manager if unable to assist.
- Ensure that guests depart the hotel with a positive impression of hotel service.
Cashiering & Financial Management
- Maintain cashier float and ensure accurate daily reporting of all money received.
- Cash hotel guests' personal and travellers cheques and assist with currency exchange.
- Maintain comprehensive awareness of Credit policy.
- Keep abreast of all modifications to accounting policies and procedures.
Night Shift Specific
- Check night report, prepare morning report and prepare all necessary forms for guest arrivals when on night shift.
- Perform audit balances and prepare all reports for audit in an orderly fashion.
Sales & Promotions
- Maintain knowledge of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyer Programs, and Hotels Group Loyalty programs.
- Be familiar with other Raffles properties so guests indicating any next destination on the registration card can be sold an onward booking to another Raffles property.
Standards & Compliance
- Maintain exemplary department standards of behavior, appearance and attitude.
- Ensure front desk work area is kept clean and in an orderly state at all times.
- Adhere to Occupational Health & Safety policies and procedures.
- Perform related duties and special projects assigned.
Qualifications & Experience
- Post-secondary education or relevant qualifications in Hotel Management.
- Minimum 2 years Guest Relations experience, preferably in a four or five-star hotel.
Skills & Competencies
- Strong written and verbal communication skills in English.
- Ability 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.
- Ability to exercise good judgment with difficult guests.
- Understanding and ability to work in a multi-cultural environment.
- Embrace the Raffles brand promise and luxury in your role and in all interactions.
- Foster an inclusive environment where every individual feels valued and respected.
Additional Information
Employee Benefits include complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience.
Raffles is committed to creating an inclusive environment where diverse talent thrives. Candidates from all backgrounds are welcome to apply. Shortly after applying, you will receive an email from AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables exploration of your compatibility with this role and the culture of luxury excellence.