Front Office Agent

Roles and responsibilities

1. Customer Service Excellence

• Guest Engagement: Welcoming guests warmly and addressing their needs professionally.
• Complaint Resolution: Handling guest complaints and resolving issues effectively.
• Empathy: Understanding and responding to guest preferences and concerns.

2. Communication Skills

• Verbal Communication: Clearly explaining check-in/check-out procedures, hotel services, and amenities.
• Active Listening: Understanding guest requests and ensuring appropriate responses.
• Written Communication: Sending emails or writing notes clearly and professionally.

3. Technical Proficiency

• Reservation Systems: Operating property management systems (PMS) like Opera, Amadeus, or other booking platforms.
• Payment Processing: Handling credit card machines, cash transactions, and billing systems.
• Phone Handling: Managing phone lines for reservations, inquiries, and guest assistance.

4. Multitasking and Time Management

• Prioritizing Tasks: Managing check-ins, check-outs, and guest inquiries simultaneously.
• Efficiency: Handling busy periods calmly while maintaining service standards.
• Task Completion: Ensuring administrative tasks like filing and reporting are completed on time.

5. Problem-Solving Skills

• Quick Thinking: Resolving issues like overbookings, lost reservations, or special requests.
• Decision-Making: Balancing guest satisfaction with hotel policies.
• Crisis Management: Handling emergencies or unexpected situations professionally.

6. Organizational Skills

• Record Keeping: Maintaining accurate and up-to-date guest records and reservations.
• Attention to Detail: Ensuring accuracy in billing, room assignments, and guest requests.
• Workspace Management: Keeping the front desk area clean and organized.

7. Sales and Upselling

• Upselling Skills: Recommending room upgrades, packages, or additional services.
• Promotions: Informing guests about ongoing promotions or local attractions.
• Revenue Awareness: Contributing to hotel profitability through effective sales techniques.

8. Cultural Sensitivity

• Diversity Awareness: Interacting respectfully with guests from various cultural backgrounds.
• Language Skills: Communicating with non-native speakers effectively (multilingual abilities are a plus).
• Adaptability: Adjusting service styles to meet the expectations of different guest demographics.

9. Professionalism

• Appearance: Maintaining a polished and professional look.
• Reliability: Being punctual and dependable in fulfilling responsibilities.
• Ethics: Upholding the hotel’s standards and maintaining confidentiality.

10. Emotional Intelligence

• Empathy: Demonstrating understanding and care for guest concerns.
• Conflict Resolution: Diffusing tense situations calmly and effectively.
• Positive Attitude: Maintaining a cheerful and approachable demeanor.

Desired candidate profile

Are you a customer service superstar? Do you enjoy working with attention to detail in a fast-moving environment? The Front Office Agent will be providing efficient solutions and services to all guests, offering information, and giving particular attention to all guests’ special requirements. The priority of this role will be to ensure all check-ins and check-outs run smoothly and that all cashiering transactions are processed promptly and correctly both during the day and night. Also, offering more personalized service by assisting the guests with their requests throughout their stay.

About You

If you have a bachelor’s degree in Hospitality Management or either Front Office experience with a minimum of 2 years and worked as a Receptionist, Agent in Front Office, or Guest Service Agent in a similar position within the luxury property. Familiar with hotel reservations system as Opera or similar. A successful applicate must demonstrate a true passion for service delivery and have excellent communication skills. Due to guest demographics, being able to converse in Russian, Arabic, Chinese, French, or German is advantageous.