Front Desk Agent at Phoenicia Hotel Beirut

Front of House
Job Role:
Front Office Agent
Staff- Line level
ME/GCC (Except UAE)
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

Job Summary

Under the guidance of the General Manager, or his delegate, and within the limits of established IHC and local hotel policies and procedures , responsible for the effective and efficient check-in and check-out of all hotel guests, deals with guest complaints and questions.

Essential Duties and Responsibilities

· Registers guests into the hotel, ensuring all relevant details are obtained on the registration card while adhering to the hotel's credit policy and such details are recorded in the hotel's computer system.
· Advise Guest Relations and Duty Managers of VIP arrivals.
· Control guest room moves to ensure all departments are notified using the correct form.
· Handles incoming messages, parcels and communications for guests in coordination with the Bell Desk and maintain a record.
· In the absence of Guest Services staff, re-confirm guest airline reservations and advise guests accordingly.
· Maintains guest accounts and charge records, back-ups are cleared on a daily basis.
· Attend to guest queries and complaints in as far as he/she is capable, then refer them to the Reception Manager or Duty Manager.
· Checks correspondence and guest histories of all arrivals for the day.
· Controls daily departures allowing for smooth check-out for all departures according to hotel and InterContinental standards and procedures.
· Maintains control of guest room keys
· Solicits Six Continents Club membership while maintaining a rapport with current members.
· Maintains Reservations Office procedure when Reservations Office is closed.
· Prints registration cards for same day reservations.
· Maintains a cash float for use with guest payment of accounts and foreign currency exchange.
· Makes sure all departure with account to company have supporting documents attached.
· Solicits Guest Satisfaction Survey and pass them into the Guest Relations Manager or the Duty Manager
· Remains up to date with all rates, packages and promotions being offered by the hotel.
· Be up to date with all F&B activities, theme evenings, entertainment and costs, opening times, theme evening and promotions for both the hotel and InterContinental Hotels Group.
· Reads, initial and appropriately file all incoming memos, promotional material and reports.
· Promotes and maintain good public relations while endeavoring to maximize on occupancy and average room rate.
· Carries out a weekly inventory of office supplies and prepares a requisition for approval.
· Promotes and arrange airport transfers, car hire and tours with hotel limousines as and when requested.
· Prepares guest room keys, welcome booklet, registration card, welcome letter for all individual as well as group arrivals of the day.
· Audits cashier duties on a daily basis, solving all discrepancies related to Receptionist/ Cashier, reported from Accounts Department.
· Remains aware of the hotel's budgeted occupancy and average room rate.
· Reviews and plan for the day's current status of arrivals, departures, discrepant rooms and the projected day's occupancy.
· Executes and resolve room discrepancies periodically during shift.
· Receive and record reservations for hotel outlets and forward them to concerned outlet.
· Offers luggage assistance upon check out and request guest comments, if any about their stay
· Maintain the reception logbook & Fidelio traces for detailed handover.
· Assist Guest relations staff and Duty Manager in escorts of al arrivals.
· Assist in Airport Escorting service.

Night Shift Duties
· Resets all micros point of sales after the close of outlet for the next day operation.
· Prepares F&B recap summary as per Micros Reading
· Balances all Fidelio Revenue reports with individual outlet reports
· Balances adjustment voucher (misc. charges, rebate credit..) with Fidelio reports.
· Transfers all city ledger / cash / check out folios with a;; supporting documents to accounts as per Fidelio reports.
· Adjust Micros billing on Fidelio (correction)
· Print Room variances edit report for night supervisor revue and correction.
· Log off the system after a message sent to all users prior to night audit run
· Performs night audit run after all reports are balanced.
· Print all night audit reports as per list
· Performs system back up prior to release of the computer for next days transactions.
· Log on work station after the system save so that the user can use the system for next day transaction.
· Distribute all night audit reports printer from Fidelio as per list to the respective pigeon hole by max. 7:30 A.M<br><br>2. REQUIRED QUALIFICATIONS
Bachelor's Degree

Microsoft Office tools

0 to 2 years

Customer Service Orientation
Developing others
Drive for Results
Team Orientation

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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