Hotel 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 will become 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 with hotel activity inquiries/requests.
• Maintain an 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 on a daily basis 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 in an additional language, along with strong interpersonal and problem-solving abilities are essential. Being computer literate and having previous experience with Opera are an advantage.
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
• Recognizing Differences

Desired Candidate Profile

A Front Desk Agent (also known as a Front Desk Receptionist) is a key customer service role within the hospitality industry. This position is the first point of contact for guests when they arrive at a hotel, resort, or other lodging establishments. Front Desk Agents are responsible for managing guest check-ins and check-outs, answering inquiries, handling reservations, and ensuring that guests have a positive experience during their stay.

Key Responsibilities

• Guest Check-In and Check-Out:

  • Greeting guests upon arrival and checking them into their rooms efficiently.
  • Verifying guest details, processing payments, and providing room keys.
  • Assisting with check-out by reviewing charges, processing payments, and ensuring a smooth departure.

• Handling Reservations:

  • Managing reservations by taking calls, responding to emails, and using booking systems.
  • Updating and modifying reservations when necessary, such as guest cancellations, room changes, or special requests.
  • Communicating with housekeeping and other departments to ensure that rooms are ready for arriving guests.

• Guest Assistance and Customer Service:

  • Addressing guest inquiries about hotel services, amenities, directions, or local attractions.
  • Resolving guest complaints, concerns, or issues in a professional and timely manner.
  • Offering personalized service to guests, such as upgrading rooms or assisting with special requests (e.g., extra pillows, wake-up calls).

• Managing Front Desk Operations:

  • Ensuring that the front desk area is neat, organized, and welcoming.
  • Operating the hotel’s Property Management System (PMS) to manage bookings, billing, and guest information.
  • Handling cash, credit card transactions, and ensuring accurate billing and invoicing.

• Communication with Other Departments:

  • Coordinating with housekeeping to ensure rooms are cleaned and ready for guests.
  • Communicating with maintenance for any guest room issues (e.g., broken appliances or plumbing issues).
  • Informing the concierge or other staff members about guest preferences, special requests, or concerns.

• Safety and Security:

  • Ensuring that the front desk area remains secure and following safety procedures for guest security.
  • Reporting any suspicious activity or safety concerns to management.
  • Ensuring proper handling of guest information to maintain privacy and data security.

• Upselling and Promoting Hotel Services:

  • Suggesting additional services or upgrades to guests, such as spa treatments, restaurant reservations, or event tickets.
  • Promoting hotel amenities to guests to enhance their experience and increase revenue.