Front Desk Agent

XVI Suites in Malta is seeking to recruit a Front Desk Agent to work full-time on a shift basis.

Overview:
The chosen candidate is expected to be responsible for welcoming guests and checking their details against their bookings; allocating guests their rooms, providing keys and informing them of any specials offered by the hotel. 

Duties and responsibilities include but are not limited to:

• Answering phones from prospective customers and guests, taking messages and delivering them
• Giving timely responses to clients’ dissatisfactions in an appropriate and timely manner
• Receiving and managing reservations made online and by telephone
• Completing administrative tasks such as photocopying, taking care of correspondence, emails, filing and switchboard to ensure the smooth running of the reception area
• Providing concierge services, such as arranging transport services for guests at their request and providing information about local amenities and attractions
• Checking guests out and taking payments
• Preparing accurate and efficient accounts and guest billing processes
• Performing night audits if necessary, as required by Management
• Reporting any maintenance, breakage, or cleanliness problems to the Hotel Manager or Supervisor
• Creating incident reports, daily activity logs, or other documents requested by Management
• Liaising with housekeeping staff to make sure all the facilities are fit and rooms are clean, well-furnished, and in position to meet the needs of our guests
• Adhering to all fire safety test procedures and to assist in the evacuation process in the event of fire and complying with hotel security and all health and safety legislation
• Undertaking any other ad-hoc duties relevant to the post as and when required
• Ensure that both the Hotel Manager and Supervisor are kept fully aware of any relevant feedback from guests
• Demonstrate knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.

Skills and Qualifications:

• Problem-solving abilities
• Strong communication and interpersonal skills
• Excellent customer service skills
• Flexibility and the ability to respond appropriately to changing situations
• Discretion and sensitivity
• The ability to maintain professional standards under pressure
• Strong IT skills and knowledge of OPERA PMS System is a must
• Excellent administration and organisational skills.

Experience:
We are looking for candidates with at least two years of experience working in a similar role.
Experience in administration and data handling is an advantage, as is any previous experience of providing personal services to clients or customers.
Knowledge of OPERA PMS System is a must. Have an understanding of how travel planning websites work, for instance, Booking.com and Trip Advisor.

Experience in Marketing will be considered an asset which includes but is not limited to:
Social Media Management experience, Customer Service over Social Media and Ad Marketing

Education and Training Requirements:
Certification, Diploma, or BA in Hotel Management or similar is required. Fluency in English is a must, along with proficiency in two languages (Spanish, Italian, French, German).