Agent - Front Desk

Position Summary

Agent - Front Desk at Raffles at Galaxy Macau is responsible for delivering exceptional guest experiences through outstanding Front Desk & Concierge services, in alignment with Raffles Hotel brand standard. TM must ensure that guest expectations are met or exceeded efficiently and that all guest needs are handled in a prompt and efficient manner while maintaining consistency with the Galaxy Macau’s established standards and procedures.

Primary Responsibility

Agent - Front Desk will perform the following duties, focusing on personalized guest experiences and operational excellence: 

• Report and liaise with direct supervisors on all matters impacting guest services and Hotel operations

• Ensure a seamless guest arrival and departure experience for guests at the Desk, including registration, cashiering, room assignment, key preparation and luggage assistance, in accordance with the Company policies and procedures

• Input data into the Property Management System accurately and confidentially

• Provide concierge services to all guests in the Hotel lobby, including directional inquiries, restaurant recommendations and reservations, attraction’s introduction, ticketing assistance, etc

• Read on-day room availability, accept walk-in reservation requests and create reservations in the Property Management System or offer alternatives if needed

• Be familiar with all Galaxy Macau and Macau famous Food & Beverage outlets

• Maintain, track and fulfill guest preferences to deliver a tailored experience

• Be aware of daily guest arrivals and departures, with an emphasis on VIPs and groups

• Ensure guests receive prompt attention and recognition throughout the stay

• Respond to and resolve guest needs and concerns promptly

• Remain well-groomed and mannered as per company standard at all times, adhering to the Company standards

• Maintain the cleanliness and condition of all operating Desks

• Deliver personalized service at the highest level, befitting the five-star standard of Raffles Hotels

• Consistently seek new and innovative service initiatives to “wow” our guests

• Adhere consistently to hotel emergency and security policies and procedures

• Ensure guests have a positive impression of the hotel services through attentive and professional interactions

• Perform other duties as assigned by management to support the department's goals

Requirements

• University degree in Hospitality Management or related disciplines is advantageous

• At least 1 year of proven experience in Front Office or hotel industry is preferred

• Experience in a five-star hotel environment is advantageous

• Strong skills in communication, liaison, consultation and relationship building

• Professionally presentable and physical fit for long hours of guest operations

• Fluent in Cantonese, Mandarin and English, both written and spoken

• Knowledge of an additional foreign language is advantageous

• Proficient in Microsoft Word, Excel and PowerPoint

• A good team player with a positive "can do" attitude

• Familiar with Galaxy Hotel facilities and services are preferred