Front Office Agent, The Ritz-Carlton, Almaty

Кэпитал Тауэр Девелопмент (The Ritz-Carlton, Almaty)

Front Office Agent, The Ritz-Carlton, Almaty

Алматы, проспект Аль-Фараби, 77/7

Описание вакансии

Key Responsibilities

Guest Service

  • Welcome guests with warmth, professionalism, and genuine hospitality.
  • Complete guest check-in and check-out procedures efficiently and accurately.
  • Verify reservations, room assignments, payment methods, and guest preferences.
  • Respond promptly and professionally to guest inquiries, requests, and concerns.
  • Maintain a thorough knowledge of hotel facilities, services, restaurants, and local attractions.
  • Promote hotel services and facilities to enhance the guest experience.
  • Anticipate guest needs and resolve issues in a timely and professional manner.

Front Office Operations

  • Process reservations, room changes, extensions, and cancellations in accordance with hotel policies.
  • Maintain accurate guest records within the Property Management System (PMS).
  • Prepare and issue guest invoices, ensuring billing accuracy.
  • Handle cash, foreign currency, credit card transactions, and maintain balanced cash floats.
  • Coordinate closely with Housekeeping, Engineering, Concierge, Club Lounge, Security, and other departments to ensure seamless guest service.
  • Monitor room availability and communicate any discrepancies promptly.
  • Follow all established Front Office procedures and brand standards.

Communication

  • Maintain clear and effective communication with colleagues and supervisors during shift handovers.
  • Handle telephone calls professionally and according to Marriott brand standards.
  • Record and communicate guest requests accurately to the appropriate departments.
  • Ensure confidentiality of all guest and company information.

Quality & Brand Standards

  • Consistently demonstrate The Ritz-Carlton Gold Standards, including the Credo, Motto, Employee Promise, Three Steps of Service, and Service Values.
  • Create memorable and personalized guest experiences.
  • Maintain professional grooming and appearance in accordance with company standards.
  • Participate actively in daily line-ups, training sessions, and departmental meetings.

Safety & Compliance

  • Comply with all hotel policies, procedures, and Marriott International standards.
  • Follow health, safety, and security regulations.
  • Protect guest privacy and confidential information.
  • Report maintenance issues, safety hazards, and security concerns immediately.
  • Complete all mandatory compliance and brand training.

Qualifications

  • Previous experience in Front Office or guest service within a luxury hotel environment is preferred.
  • Degree or diploma in Hospitality Management or a related field is an advantage.
  • Excellent verbal and written communication skills.
  • Fluency in English is required; Russian and Kazakh are highly preferred.
  • Knowledge of Opera PMS or similar hotel management systems is preferred.
  • Strong interpersonal, organizational, and problem-solving skills.
  • Ability to multitask and work efficiently under pressure.
  • Professional appearance and positive attitude.
  • Flexibility to work shifts, including evenings, weekends, and public holidays.
Навыки
  • Английский язык
  • Коммуникабельность
  • Работа в команде
  • Грамотная речь
  • Деловое общение
  • Активные продажи
Посмотреть контакты работодателя

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