Front Office Agent

Roles and responsibilities

• Minimum 1 year experience as a Butler/Villa Host, Madetory in a luxury segment.
• Previous experience of reception tasks, e.g. check-in/check-out is an advantage
• Friendly and outgoing behavior
• Proactive, resourceful and able to work independently
• Has strong decision-making abilities and upselling skills
• Excellent written and spoken skills in English
• Multi-language is an advantage
• With Butler certification would be an advantage

• 1. Front Office Manager

  The Front Office Manager is responsible for overseeing the daily operations of the front office department. This role involves managing the front desk team, ensuring that check-ins and check-outs are smooth, handling guest complaints, managing guest services, and coordinating with other departments to meet guest needs.

  2. Front Desk Agent / Receptionist

  A Front Desk Agent or Receptionist is the primary point of contact for guests. They handle check-ins and check-outs, answer questions, make reservations, and assist guests with their needs. Receptionists play a key role in setting the tone for the guest’s experience.

  3. Concierge

  The Concierge helps guests with specialized services, such as booking reservations, arranging transportation, suggesting local attractions, or fulfilling special requests. This role requires excellent knowledge of local areas and the ability to provide personalized guest services.

  4. Night Auditor

  A Night Auditor works overnight shifts, handling check-ins and check-outs, balancing the hotel’s financial records for the day, and ensuring that everything is in order for the next day’s operations. They combine accounting tasks with guest services during nighttime hours.

  5. Reservation Agent

  A Reservation Agent is responsible for processing and managing room bookings, ensuring that the hotel’s reservation system is updated and that rooms are allocated correctly. They may also handle inquiries about room availability, rates, and policies.

  Essential Skills and Attributes for Front Office Roles

  1. Customer Service

• Guest Interaction: Excellent interpersonal skills for greeting and assisting guests. A friendly, approachable demeanor is crucial for creating a welcoming atmosphere.
• Problem-Solving: Ability to address guest complaints and issues in a professional and timely manner, ensuring guest satisfaction.
• Multitasking: Ability to handle multiple tasks at once, such as answering phones, managing reservations, and checking in guests, without compromising service quality.

• 2. Communication Skills

• Verbal Communication: Clear and effective communication when dealing with guests and team members, including the ability to explain hotel policies and procedures.
• Written Communication: Proficiency in writing emails, taking notes, and preparing reports or guest correspondence accurately and professionally.
• Language Proficiency: In multi-lingual environments, the ability to speak multiple languages can be highly beneficial.

• 3. Organizational Skills

• Task Management: Keeping track of reservations, guest requests, and room availability while ensuring everything runs smoothly.
• Attention to Detail: Ensuring that guest information is recorded accurately, that room bookings are correctly processed, and that requests are fulfilled without errors.
• Time Management: Managing time effectively, especially in busy periods when multiple guests are checking in or checking out at the same time.

• 4. Technology Proficiency

• Reservation Software: Familiarity with Property Management Systems (PMS) and other hotel reservation platforms, as well as the ability to navigate computer systems efficiently.
• Point of Sale Systems: Knowledge of payment processing and handling billing for guests at the front desk.
• Microsoft Office: Competence in using office software (e.g., Excel, Word) for preparing reports or managing schedules.

• 5. Financial Acumen

• Billing and Payments: Understanding of billing processes, invoicing, and payment processing, ensuring accurate charges and receipts for guests.
• Cash Handling: Safely and accurately managing cash, credit card transactions, and preparing end-of-day financial reports.

• 6. Flexibility and Adaptability

• Shift Flexibility: The ability to work flexible hours, including nights, weekends, and holidays, as many front office roles require coverage 24/7.
• Adaptability: Responding to unexpected situations, such as overbookings, emergencies, or last-minute changes, while maintaining a positive guest experience.

Desired candidate profile

1. Guest Services and Interaction

• Check-in and Check-out: Front desk agents are responsible for efficiently checking guests in and out, ensuring a smooth and seamless experience.
• Guest Assistance: Providing information about the hotel’s amenities, services, and local attractions. Answering questions and resolving guest issues.
• Handling Reservations: Managing reservations made through phone calls, emails, or online booking platforms. Ensuring accurate room availability and updates in the reservation system.

2. Communication and Coordination

• Collaboration with Other Departments: The Front Office team works closely with housekeeping, maintenance, and other departments to address guest needs, fulfill requests, and ensure that everything is in working order.
• Handling Special Requests: Coordinating with relevant departments to fulfill guest requests, such as arranging for extra bedding, booking transport, or providing specific amenities.

3. Financial Management

• Billing and Payments: Ensuring that all charges are correctly applied to guest accounts and handling payments during check-out. Resolving any discrepancies in billing.
• Cash and Credit Handling: Accurately processing payments and handling cash, credit cards, and other forms of payment, while maintaining security and privacy standards.

4. Administrative Tasks

• Record Keeping: Maintaining records of reservations, guest check-ins/check-outs, and special requests. Ensuring that guest information is stored securely and complies with privacy regulations.
• Reporting: Preparing daily reports on reservations, occupancy rates, and financial transactions, and submitting them to the management team.

5. Safety and Security

• Monitoring Guest Access: Ensuring that only authorized individuals are allowed access to guest rooms and the hotel property, including managing security protocols for sensitive areas.
• Emergency Procedures: Knowing the procedures for emergencies such as fire alarms, medical situations, or security issues, and taking the appropriate action to ensure guest safety.

Workplace Environment

• Customer-Focused: The Front Office is the face of the hotel, with staff interacting directly with guests throughout the day.
• Dynamic Environment: Front Office professionals often deal with high-pressure situations, especially during busy check-in or check-out periods, requiring them to stay calm and focused.
• Collaborative Team: The Front Office team works closely with other departments to ensure the guest’s stay is comfortable and that any issues are addressed promptly.

Career Growth Opportunities in the Front Office

• Front Office Manager → Overseeing the entire front office operations, including supervising the front desk team and handling guest relations.
• Guest Services Manager → Managing the entire guest services department, including concierge services, and overseeing guest satisfaction programs.
• Revenue Manager → Focusing on pricing strategies, maximizing room occupancy, and ensuring the hotel’s profitability.
• Hotel Operations Manager → Taking on broader responsibilities, overseeing the hotel’s operations, including front office, housekeeping, and food & beverage departments.