Job Summary

The Front Office Agent is responsible for being the first point of contact for guests in a hotel or similar establishment. Their primary responsibilities include greeting guests hospitably as well as checking guests in and out efficiently, and also posting charges to guests accounts. The role is responsible in anticipating and addressing guests' needs and resolving any issues or complaints that may come.

Job Responsibilities 1

Greet guests upon arrival, providing a warm welcome and assisting with check-in procedures to ensure a positive first impression.

Handle guest inquiries, requests, and complaints promptly and professionally, resolving issues and ensuring guest satisfaction.

Process guest registrations, check-ins, and check-outs accurately and efficiently, collecting payments and verifying identification as required.

Answer phone calls, emails, and other communication channels, providing information, making reservations, and assisting with inquiries as needed.

Maintain a clean and organized front desk area, including the lobby and reception area, to create a welcoming and professional atmosphere for guests.

Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and ensure rooms are ready for arrivals.

Maintain accurate records of guest information, room status, and transactions using hotel management software systems.

Upsell hotel amenities, services, and upgrades to enhance the guest experience and maximize revenue opportunities.

Assist with administrative tasks, such as preparing reports, processing payments, and handling guest correspondence, to support front office operations.

Stay updated on hotel policies, procedures, and amenities to provide accurate information and exceptional service to guests.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Proficiency in using hotel management software systems and basic computer skills to handle reservations, check-ins, and guest inquiries efficiently.

Excellent communication and interpersonal skills to interact effectively with guests, colleagues, and other departments, providing assistance and resolving issues courteously.

Strong organizational skills to manage multiple tasks simultaneously, prioritize workload, and maintain accuracy in handling guest registrations and transactions.

Knowledge of hotel policies, procedures, and amenities to provide accurate information and recommendations to guests and assist them in making informed decisions.

Attention to detail and problem-solving abilities to identify and address guest needs promptly, ensuring a seamless and pleasant stay experience.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies
Agility
AI Fluency
Brand Engagement L2
Front Desk Operations L2
Guest Relations L2
Hotel Management Standards and Procedures L2
Leadership
Product/Service Management L2
Quality
Resilience


Education
Bachelor's Degree in any related field