Front Desk Agent

Roles and responsibilities

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the standards.
• Upon check-in, register guests, assign rooms, and assist guests in completing the registration cards.
• Accommodate special requests whenever possible.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
• Upon the departure of guests, process the guest check-out procedures.
• Receive payment from guests. Settle the guest account and give a copy of the invoice.
• Handle all front office cashier activities such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of the shift, balance their cash float.
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information, and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and is not inclusive of issuing a safe deposit box, handling messages, or dealing with complaints.
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
• Possess a working knowledge of the room reservation procedures.
  

Skills & Requirements

• High school diploma or suitable equivalent
• Previous experience in the same role in a luxury hotel is preferred, resort experience is required
• Well-groomed, professional appearance
• Outstanding written and verbal communication skills
• Physically agile, and able to stand for extended periods

Desired candidate profile

1. Customer Service Excellence

• Guest Interaction: Greet guests warmly and make them feel welcome, setting a positive tone for their stay.
• Anticipating Needs: Proactively address any guest concerns or needs, offering assistance without being prompted.
• Problem Solving: Address guest complaints or issues efficiently and professionally, aiming to resolve them in a way that ensures customer satisfaction.
• Personalized Service: Offer tailored recommendations, services, or accommodations to meet the specific needs of guests, such as room preferences or special requests.

2. Communication Skills

• Clear and Professional Communication: Communicate clearly and courteously with guests, colleagues, and other departments (housekeeping, maintenance, etc.).
• Active Listening: Listen attentively to guests' requests or concerns, ensuring that you understand their needs.
• Multilingual Abilities (Optional but Helpful): Being fluent in multiple languages can be a significant advantage, especially in international hotels or tourist-heavy areas.

3. Organizational & Multitasking Skills

• Managing Multiple Tasks: Front Desk Agents juggle a variety of responsibilities, including checking in guests, answering phone calls, responding to inquiries, and handling administrative duties simultaneously.
• Prioritization: Organize tasks effectively, especially during peak check-in/check-out times, ensuring all tasks are completed in a timely manner.
• Record Keeping: Maintain accurate records of guest bookings, payments, room assignments, and special requests.

4. Computer & Technology Proficiency

• Property Management System (PMS): Familiarity with hotel management software to check in guests, process payments, update reservations, and generate reports.
• Reservation Systems: Knowledge of how to handle reservations, cancellations, and room availability through booking platforms (e.g., Booking.com, Expedia).
• Basic Office Software: Ability to use office software (e.g., Microsoft Office, email, and spreadsheets) to handle administrative tasks.

5. Attention to Detail

• Accurate Data Entry: Ensure that guest information, billing details, and reservations are entered correctly into the system.
• Room Assignments: Make sure rooms are properly assigned, taking note of any special requests or preferences (e.g., non-smoking rooms, extra bedding).
• Billing and Payments: Process payments accurately and ensure the final bill reflects the services rendered, including any additional charges or fees.

6. Problem-Solving & Conflict Resolution

• Calm Under Pressure: Handle challenging situations, such as unhappy guests or overbookings, with composure.
• Resolution Skills: Address complaints or issues efficiently and work toward a satisfactory resolution, including offering solutions like room changes, complimentary services, or escalations when necessary.
• Adaptability: Handle last-minute changes or unexpected issues (e.g., system outages, maintenance problems) while minimizing guest inconvenience.