Hotel 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

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.

Below are the key responsibilities, required skills, and opportunities for growth in the Front Desk Agent role.

Key Responsibilities

1. 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.

2. 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.

3. 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).

4. 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.

5. 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.

6. 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.

7. 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.