Front Desk Associate
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Key skills for this role
About the Role
Rosewood Doha seeks a Front Desk Associate to provide professional, friendly service to guests, handling check-in/out, reservations, and guest inquiries. The role requires strong communication skills, attention to detail, and ability to work shifts.
Key Skills for This Role
Responsibilities
- Greet, check in and settle guest accounts while ensuring all service standards are followed
- Maintain accurate records of daily transactions and cash handling, including currency exchange and balancing a float
- Handle guest requests, questions, and concerns effectively and promptly
- Promote a professional team environment
- Follow department policies, procedures, and service standards
- Ensure all emails are actioned and completed as per request
- Resolve guest issues within capabilities, ensuring guest satisfaction
- Communicate effectively with Guests, Hotel Associates, Managers and Directors
- Maintain complete knowledge of using hotel equipment (e.g., computer, photocopier)
- Promote hotel facilities effectively, including opening hours of all Food and Beverage outlets
Requirements
- Previous experience in front office or hospitality is preferred but not required
- Excellent communication and interpersonal skills
- Ability to work flexible shifts including nights and weekends
- Proficiency in hotel property management systems (e.g., Opera) is an advantage
Full Job Posting
Job Description
- Reporting to the Front Office leaders, responsibilities and essential job functions include but are not limited to the following:
- Consistently offer professional, friendly, and engaging service.
- Greet, check in and settle guest accounts while ensuring all service standards are followed.
- Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float.
- Handle guest requests, questions, and concerns effectively and promptly.
- Promote a professional team environment.
- Follow department policies, procedures, and service standards.
- Performs any and all other tasks assigned by management.
- Always upholds the highest standard of internal and external customer service.
- Ensure all emails are actioned and completed as per request.
- Be a competent key person within the department, able to communicate and find answers in an efficient and professional way.
- Ensure clear, complete, and legible information is taken from the guest and is forwarded to the appropriate Associate/Department to satisfy the request and or to resolve the issue.
Additional Responsibilities
- Resolve guest issues within your capabilities, ensuring guest satisfaction.
- Communicate effectively with Guests, Hotel Associates, Managers and Directors.
- Daily completion of all record sheets, filled out correctly and filed accordingly.
- Note any outstanding issues and communicate with your senior Manager.
- Maintain the Rosewood handover log for the next shift, noting any services that are pending to ensure follow up and completion.
- Maintain complete knowledge of using the Hotel equipment. (E.g. Computer, photocopier)
- Communication of all issues to HOD/Manager/Supervisor.
- Flexibility to cover shifts and responsibilities when required – (Night Shift, Day Shift)
- Promote hotel facilities effectively, including opening hours on all Food and Beverage outlets.
- Be knowledgeable of the surrounding area and thorough knowledge of the guest rooms, including view, amenities, features, types.
- Be inquisitive and share knowledge.
- Ensure you have an excellent knowledge of products and services available both internally and externally.
Further Duties
- Ensure all special request information is logged into the guests Opera profile.
- Strive to achieve any upselling targets and assist all other departments.
- Maintain healthy inter departmental relationship.
- Carry out, within your capability, all reasonable requests by the Senior management.
- Be able to work without supervision and lead by example at all times.
- Ensure that brand standards are adhered to at all times, to ensure successful brand standard audit score.
- Collect preferences daily and enter in the guest profiles.
- Ask questions and share answers to all associates continuously.
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