Kempinski Hotel Bahía Marbella Estepona

Estepona-Málaga, Spain

Front Office Agent – (in English)

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Front Office Agent

As overall scope of this role, in this position is responsible for cheching-in and cheching-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

Kempinski Hotel Bahía, Estepona

Nestled in Estepona – Marbella, Spain, Kempinski Hotel Bahía, which celebrates its 20th anniversary in 2019, is a breathtaking luxury frontline beach resort with 145 rooms (including 17 suites) overlooking the Mediterranean Sea and hotel. With subtropical gardens and outdoor pools the hotel also features a Meeting and Events Centre, trendy culinary concepts under the umbrella of El Paseo del Mar and an exclusive Kempinski Spa.

KEY RESPONSABILITIES:

  • Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski standards.
  • Ensure that KQA results are above 85%.
  • Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest´s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
  • Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
  • Handle all front office cashiers´ transactions such as posting charges to guests and exchanging foreign currency according to he procedures. At the end of shift, balance their cash float.
  • Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
  • Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
  • Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
  • Possess a working knowledge of the room reservation procedures.
  • Maintain the neatness of his/her working area.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

The job of Front Office Agent is executed satisfactorily when:

  • Up-selling is focused on and executed in order to increase room revenues.
  • Shift and day end closing is done properly.
  • Financial Policies and Procedures are supported and followed.
  • LQA (Leading Quality Assurance) audit results are 85% and above.
  • CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.

EDUCATION:

  • Hotel Apprenticeship
  • Higher College Education

EXPERIENCE:

To fill the positon, one of the following is required:

  • Minimum of one year experience in a customer service position.

LANGUAGE:

Ability to work and communicate in a multinational environment:

  • Local language - excellent oran and written skills (as applicable)
  • English - good oral and written skills.
  • Additional language - beneficial

COMPETENCIES:

Include the skills the candidate must have to fill this position:

  • Operational knowledge of front desk operations.
  • Luxury Hotel Experiences
  • Cummunication skills
  • Brief knowledge of hotel operations & Computer systems.

TECHNICAL COMPETENCIES:

Computer literacy adapted to the field of training:

  • Knowledge in Microsoft Office (Word, Excel and PowerPoint)
  • Knowledge of Opera
  • Basic knowledge of Micros is a plus

INDIVIDUAL CHARACTERISTICS:

To fill this position the candidate must identify with the kempinski core values, in addition they should be especially:

  • People Oriented
  • Passionate for European luxury
  • Entrepreneurial
  • Straightforward
  • Enthusiastic
  • Communicative
  • Attentive
  • Eager to learn

About Kempinski:

Created in 1897, Kempinski Hotels is Europe’s oldest luxury hotel group. Kempinski’s rich heritage of impeccable personal service and superb hospitality is complemented by the exclusivity and individuality of its properties. Kempinski now comprises a portfolio of 78 five-star hotels and residences in 34 countries and continues to add new properties in Europe, the Middle East, Africa, Asia and the Americas. Each one reflects the strength and success of the Kempinski brand without losing sight of its heritage. The portfolio comprises historic landmark properties, award-winning urban lifestyle hotels, outstanding resorts, and prestigious residences. Each one imbues the quality guests have come to expect from Kempinski while embracing the cultural traditions of its location. Kempinski is a founding member of the Global Hotel Alliance (GHA), the world’s largest alliance of independent hotel brands.