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.

Knowledge & Competencies

The ideal candidate will be customer driven and 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, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-

Understanding the Job

Taking Responsibility

Desired candidate profile

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

1. 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).

2. 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.

3. 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.

4. 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.

5. 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).

6. Administrative Tasks:

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

7. 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.