Front Desk Agent

We are currently looking for dynamic and self-motivated Front Office professionals who want to move their careers forward.
As a Front Desk Agent, you are responsible for providing professional and customer-focused service to our guests, ensuring their stay becomes a memorable experience. Your role will include key responsibilities such as:

• Provide prompt, courteous, and efficient service to all guests to achieve a high level of customer satisfaction through personalized service from arrival to departure.
• Ensure guests are personally greeted by name, if known, and escorted to their room to make them feel expected and welcomed.
• Conduct in-room & hotel familiarization and assist guests in hotel activity inquiries/requests.
• Maintain up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and any allied information to respond to guest queries.
• Maintain awareness of rate levels to be sold daily and the occupancy levels.
• Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies, and procedures.
• Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems.
• Maintain the privacy of all guests by ensuring that no details of the guests are disclosed.
• Demonstrate a complete understanding of the hotel’s policies, procedures, and service standards and have full knowledge of the hotel facilities and happenings.

Skills
Education, Qualifications & Experiences
You should ideally have a degree in hospitality with previous experience in the Front Office Department within a hotel. Excellent written and verbal English communication skills and knowledge of an additional language, along with strong interpersonal and problem-solving abilities, are essential. Being computer literate and having previous experience with Opera are advantages.
Knowledge & Competencies
The ideal candidate will be customer-driven and possess an extremely proactive and ‘switched on’ personality with an outgoing, charismatic, and approachable character. You will work well under pressure in a fast-paced environment and be a great team player, thriving in working with a multi-cultural team and guests alike, while possessing the following additional competencies:

• Understanding the Job
• Taking Responsibility

A Front Desk Agent is a key role in the hospitality industry, typically working in hotels, resorts, or other guest accommodations. Front Desk Agents serve as the first point of contact for guests, playing a critical role in creating a welcoming environment and ensuring guests have a smooth and enjoyable stay. Below are the key responsibilities, essential skills, and opportunities for growth in this position:

Key Responsibilities

• Guest Check-in and Check-out:

  • Greeting guests warmly upon arrival.
  • Processing check-ins and check-outs efficiently and accurately.
  • Ensuring all guest information is properly recorded and providing guests with necessary details (e.g., room assignments, amenities, check-out time).

• Reservations:

  • Managing room reservations via phone, email, or in-person inquiries.
  • Making changes or cancellations to reservations as needed.
  • Offering upgrades, special offers, or additional services to guests.

• Guest Assistance:

  • Addressing guest inquiries about hotel services, local attractions, or amenities.
  • Assisting guests with special requests (e.g., extra towels, transportation arrangements).
  • Providing solutions to guest complaints or issues in a timely manner.

• Handling Payments:

  • Managing guest accounts and processing payments, including handling cash, credit cards, and other forms of payment.
  • Ensuring all transactions are accurately logged into the hotel system.

• Communication and Coordination:

  • Communicating with housekeeping, maintenance, and other hotel departments to ensure guests’ needs are met.
  • Coordinating special arrangements for guests (e.g., wake-up calls, room service).

• Administrative Tasks:

  • Managing hotel keys, maintaining filing systems, and ensuring compliance with company policies.
  • Completing reports, tracking guest feedback, and following up on requests.

• Security and Safety:

  • Monitoring the hotel’s security system, ensuring the safety of both guests and staff.
  • Handling emergency situations calmly and following established protocols.