To be an ambassador of the Front Office and the hotel, in and outside the work place
To provide a personal service to all the guests, fully aware and following the hotel standards and procedures by developing high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty.
Takes into account and anticipates guests' needs
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
Must multi task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers.
To personally greet and escort the guests rather than pointing out directions
To ensure that the privacy of the guests and the confidentiality of the information is respected
To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service need, or as directed by Supervisors or Management
To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
To properly use the supplies, equipment and to ask for requisitions accordingly
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
To call the supervisor or manager for advice in serious cases or if an approval is required
To ensure a proper use of the telephone etiquette as per Anantara standards
To attend all guests approaching the Front Desk in the procedure of check in / check out, inquiries, key handling and all related matters, respecting the hotel standards and procedures
To share daily activity highlights with the supervisor and manager including internal and external guest opportunities
To be aware of all VIPs visiting or staying in the hotel and to maintain an accurate Guest History
To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time
To properly follow all CID and local government requirements concerning hotel guests and files
To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected
To do a proper cashier closure and to ensure a complete handover between the shifts
To respect all the financial and audit procedures
To check the departure lists and to ensure check out times are respected
To monitor room status and discrepancies
To properly use all the equipment and Opera Management system, to have a perfect knowledge of the set ups
To strictly respect the room keys and section keys handover procedures
To daily follow the checklists
To respect schedules, terms and deadlines as agreed with the Management
To daily read the F / O logbook, to update it and to sign it
To be aware of all hotel facilities operating timing and to promote the internal activities and events
To up sell Rooms, Food and Beverage outlets, Spa, and the wellness center
To be updated with the latest administrative, organizational, operational or other changes and news
To liaise closely with the Sales and Reservations
To attend a daily briefing with the Front Office team to recapitulate tasks and activity
To actively promote the Membership grogram
To maintain an atmosphere of high morale and a happy working relationship among the team
To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel department appearance standards.
To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety and comply with local legislation as required
To respond to any changes in the department as dictated by the needs of the hotel
To provide friendly, courteous and professional service at all times
To maintain good working relationships with all colleagues by maintaining a strong working environment with the other departments.
To attend trainings and meetings as and when require
Keeps track of the standard of services delivered, based on guest comments, MOD reports, and quality audits
Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
Respond to guest requests for special arrangements or services (e.g., spa and wellness services, transportation, babysitting, business centre services, reservations, dry cleaning, entertainment / sports events) by making arrangements or identifying appropriate providers.
Contact appropriate individual or department as necessary to resolve guest requests.
Be aware of the uniqueness and cultural attraction of Doha, Qatar.
Monitors the success of the activities programs through the number of participants per scheduled event and through guests’ feedback.
Makes necessary recommendations to maintain top quality, fun filled and original programs for resort guests.
Takes regular rounds of guest areas with emphasis on guest interaction at the same time promoting resort facilities.
Serve as the point of contact for guests wanting to make reservations for activities and excursions.
Liaises with related departments for reservations of activities and follows through.
Ensure to be fully aware of standard operating procedures for Front Office
Ensures that guest history records are updated at all times in coordination with Guest Services Centre.
Creates new, unique and interesting recreation activities that draw upon the best regional, cultural or other offerings of Anantara Doha and the region.
Continually assists in positioning the leisure offering as a differentiator and a point of competitive advantage for the resort.
Assist the guests in Arrival Center. Ensure comfort while waiting for transfer to the island.
Keeps himself / herself updated on the arrivals, departure and transport arrangements for the day.
Ensures sufficient presence at the arrival center for each guest arrival and departure.
Meets and greets arrival and departure guests at the arrival center and provides necessary assistance.
Checks and ensures that speedboats have been booked for all arrival guests.
Is aware of special arrangements or pre-bookings for arrival guests if any.
With 2-5 years of experience in the same field in hotel industry
With excellent English communication skills (oral and written)
With pleasing personality and a well focused individual
Able to handle pressure at work and capability to multi-task