Management Trainee-Front Office – (in English)

Grand Kempinski Hotel Shanghai

Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.

SCOPE

The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) 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.

OVERALL OBJECTIVES

The job of Front Desk Agent is executed satisfactorily when:

• Up-selling is focused on and executed in order to increase room revenues.
• Shift closing is done properly.
• Financial Policies and Procedures are supported and followed.
• LQA (Leading Quality Assurance) audit results are 88% and above.
• CSS (Customer Satisfaction Survey) results are rated on an average with “6” and above.

MAIN RESPONSIBILITIES

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
• Ensure that LQA 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 the 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.