Front Desk Agent

Roles and responsibilities

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 to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as-

• Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till 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 guest in hotel activity enquiries / 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 an 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 experiences 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 essentials. Computer literate and previous experiences with Opera are an advantage.

Desired candidate profile

• Customer Service Skills: Strong interpersonal skills to provide excellent service and address guest inquiries or concerns promptly.

• Communication Skills: Effective verbal and written communication to interact with guests and team members clearly and courteously.

• Multitasking Ability: Capability to handle multiple tasks simultaneously, such as checking in guests, answering phones, and managing bookings.

• Attention to Detail: Careful attention to details when processing reservations, handling payments, and maintaining records.

• Problem-Solving Skills: Ability to quickly resolve issues or complaints to ensure guest satisfaction.

• Technical Proficiency: Familiarity with hotel management software (e.g., PMS systems) and basic computer skills for data entry and communication.

• Organizational Skills: Strong organizational abilities to manage schedules, bookings, and inventory efficiently.

• Cultural Awareness: Sensitivity to diverse backgrounds and cultures, enhancing interactions with international guests.

• Sales Skills: Ability to promote hotel services and upsell products or amenities to enhance guest experiences and increase revenue.

• Team Collaboration: Experience working collaboratively with housekeeping, maintenance, and other departments to ensure smooth operations.