The Front Desk Agent is responsible for providing exceptional guest service by efficiently handling check-in and check-out procedures, responding to guest inquiries, and ensuring a seamless arrival and departure experience. The role serves as the primary point of contact for guests and plays a key role in creating a positive first impression while maintaining the highest standards of hospitality and professionalism.

Key Responsibilities

• Welcome guests warmly and professionally upon arrival and departure.

• Perform check-in and check-out procedures accurately and efficiently.

• Handle guest reservations, room assignments, and room status updates.

• Respond promptly to guest inquiries, requests, and concerns, ensuring timely resolution.

• Provide information regarding hotel facilities, services, local attractions, and transportation options.

• Process payments, billing adjustments, and cash handling transactions in accordance with company policies.

• Maintain accurate guest records and ensure all information is updated within the Property Management System (PMS).

• Coordinate with Housekeeping, Engineering, Concierge, and other departments to ensure guest satisfaction.

• Handle guest complaints professionally and escalate issues when necessary.

• Assist with VIP arrivals, special requests, and guest recognition programs.

• Ensure compliance with hotel policies, procedures, security standards, and service protocols.

• Prepare shift reports, cashier reports, and handover documentation as required.

• Promote hotel services and facilities to enhance the guest experience.

Candidate Requirements

1. High school diploma or equivalent; Diploma or Bachelor's degree in Hospitality Management or a related field is preferred.

2. Previous experience in Front Office, Guest Services, Reception, or a similar hospitality role is preferred.

3. Familiarity with hotel Property Management Systems (PMS) such as Opera or similar platforms.

4. Strong knowledge of front office operations, guest service standards, and hospitality procedures.

5. Excellent verbal and written communication skills.

6. Strong customer service skills with a professional and welcoming attitude.

7. Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced environment.

8. Strong organizational skills and attention to detail.

9. Basic cash handling, billing, and payment processing knowledge.

10. Ability to handle guest concerns and resolve issues professionally and effectively.

11. Proficiency in Microsoft Office applications.

12. Ability to work flexible shifts, including evenings, weekends, public holidays, and overnight shifts when required.