Front Office Agent

Parklane, a Luxury Collection Resort & Spa, member of Marriott International, is looking for an enthusiastic, hard-working, and ambitious professional Front Office Agent

About Parklane

Parklane is the only internationally branded luxury beach resort in Cyprus, featuring 222 rooms, 34 suites and 18 villas, the award-winning Kalloni Spa and international branded restaurants such as Nammos Limassol and LPM Restaurant & Bar. The company owns the Park Tower, a completed 20-apartment luxury residential tower integrated within the resort’s premises. Parklane is part of MHV Mediterranean Hospitality Venture, a leading hospitality and real estate group with a portfolio consisting of luxury hotels & resorts and state-of-the-art developments both in Cyprus and abroad.

Position Overview

The Front Desk Agent serves as the Brand and Resort Ambassador during every interaction with the guests. Represents the heart and soul of luxury service and works with dedication, commitment, passion, and care to successfully deliver the brand mission at all times. We are the Destination Authority, and our mission is to guide our guests on transformative journeys that touch their spirits and enrich their lives.   The Front Desk Agent role is amongst the most critical roles within the Resort as she/he provides the first and last impression for the guest and highly impacts the overall guest experience. The attitude, behavior, communication, technical and multi taskings skills are of vital importance to meet and exceed the department’s expectations. It takes the careful balance of all above values to deliver with success the promise to ourselves and our guests.

Key responsibilities

Ø Supports the Management of the hotel to meet & exceed brand targets by consistently delivering exceptional services.

Ø Engage, interact with guests before arrival and use best judgment to understand purpose of stay and be proactive to guest needs.

Ø Engage, interact with guests on arrival, following the brand requirements related to the welcoming experience.

Ø Engage, interact with guests within the stay, connects and coordinates with hotel operation teams or outsource partners to develop all guest requirements in accordance with the brand guidelines.

Ø Engage, interact with guests during the farewell experience, elaborate with guest’s using open questions on overall satisfaction. Any concerns are handled with professionalism and personal attention.

Ø Ensure all guests requests, emails, complaints, chats are responded within the appropriate timeframe following the brand guidelines.

Ø Handles financial transactions related to the guest stay.

Ø Provides personalized experience and creates positive image of the Resort during every interaction with guests, associates, and partners.

Ø Review and perform room allocation based on guest preferences, VIP status, history of guest.

Ø Handle GXP (Empower) to monitor guest requests.

Ø Enroll guests to the brand loyalty scheme to ensure monthly/yearly targets are achieved.

Ø Handle mobile check in requests to ensure monthly/yearly targets are achieved.

Ø Build rapport & loyalty with guests to support the Resort’s reputation. Support and drive social media travelers review ratings.

Ø Handle guest complaints with professionalism & care and turn around negative experiences into positive and returned stays. Record complaints or requests effectively to master file and communicate clearly guest expectations/preferences with the entire team.

Ø Act as the ‘’Destination Authority’’ and be familiar with local attractions and offerings. Provide guidance and assistance to guests to explore the destination and create authentic experiences.

Ø Maintain confidentiality of proprietary materials and information.

Ø Follow the company and department’s policies and procedures.

Ø Protect the privacy and security of guests and associates.

Ø Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Ø Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Ø Be conversant with fire, life, and safety procedures.

Requirements

Ø High school graduate or equivalent (Degree in hotel management is a plus).

Ø 2 years of Front Desk experience or similar role in hospitality industry.

Ø Proficiency in English (Greek & Russian, or other language is a plus).

Ø Outstanding communication skills.

Ø Excellent organizational and time management skills.

Ø An outgoing personality.

Ø Team player.

An attractive remuneration package will be offered to the successful candidate, according to qualifications and experience.

Kindly note that only shortlisted candidates will be contacted.

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