Front Office Agent - Waldorf Astoria Ras Al Khaimah

Role Overview

Front Office Agent at Waldorf Astoria Ras Al Khaimah, Hilton. This role is the first and last point of contact for guests, responsible for managing their initial and final impressions of the hotel.

Role Purpose

Deliver exceptional front office service by greeting and assisting guests, managing their needs throughout their stay, and ensuring every interaction reflects the True Waldorf Service promise. Serve as the primary point of contact for regular, VIP, and Hilton Honors guests, addressing inquiries and resolving issues promptly to create memorable experiences.

Key Responsibilities

Guest Relations & Service

• Meet, greet and direct guests entering the lobby area.
• Serve as the main point of contact for regular guests and VIP guests, ensuring all hotel departments are fully briefed on their requirements.
• Deliver the True Waldorf Service promise to guests before, during and after their stay.
• Build and maintain positive relationships with guests and team members.
• Personalize every interaction with guests, collecting golden nuggets and customizing service accordingly.
• Ensure a comfortable and memorable stay for all guests within reception scope.

Guest Communication & Feedback

• Seek verbal feedback from customers on a regular basis.
• Respond to all guest queries in a timely and efficient manner.
• Answer queries from guests and refer them to appropriate contact points for further information.
• Communicate effectively with guests and team members regarding their needs and requirements.

Complaint & Issue Resolution

• Manage, record and resolve guest complaints promptly.
• Ensure speedy resolution to any problems that may arise during your shift.
• Perform tasks with utmost accuracy and consistency, ensuring all follow-ups are completed in a timely manner.

Revenue & Upselling

• Demonstrate thorough understanding of all facilities and services provided within the hotel.
• Identify opportunities for upselling and promoting hotel services when appropriate.
• Offer Hilton Honors membership to guests.

Operations & Administration

• Participate in training in all areas, including computer systems, shift balancing, day-to-day operations and guest service.
• Cover telephone and operator duties as required.
• Complete checklists and pass handover to the next shift.
• Maintain a very high level of customer service in the reception and lobby areas at all times.

Cross-Departmental Coordination

• Support and assist other departments when required.
• Liaise with other departments regarding matters arising, including Security, Housekeeping, Engineering, Accounting, and Food & Beverage.
• Report to the Front Office Manager any maintenance that needs attention in the lobby.
• Follow through on maintenance issues when required.
• Liaise with Housekeeping regarding accommodation requirements.
• Assist with the duties of other departments if staffing is limited and upon management request.

Skills & Competencies

• Ability to effectively deal with team members and guests with high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Excellent interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to hotel operations.
• Ability to access and accurately input information using moderately complex computer systems.
• Ability to read, write, speak and understand English language to communicate effectively with guests and team members.
• Ability to work under pressure and deal with stressful situations during busy periods.

Additional Information

This position may be required to perform a combination of supportive functions, with the percentage of time determined by the supervisor based on company requirements.