Front Desk Agent

Hotel Bourre Bonne is seeking a highly polished and service-driven Front Desk Agent to deliver an exceptional, five-star guest experience in alignment with Forbes Travel Guide and Leading Quality Assurance (LQA) standards. This role serves as the primary ambassador of the hotel, responsible for executing precise, anticipatory, and personalized service throughout the guest journey. The ideal candidate demonstrates refined professionalism, emotional intelligence, and the ability to create memorable, individualized experiences in a fast-paced luxury environment.

Key Responsibilities

• Deliver a warm, genuine, and personalized arrival and departure experience, adhering to Forbes Travel Guide standards (use of guest name, eye contact, and natural conversation)
• Execute seamless check-in and check-out procedures with precision, efficiency, and attention to detail
• Anticipate guest needs through observational awareness and proactive engagement, minimizing the need for guests to ask for assistance
• Maintain comprehensive knowledge of guest preferences, profiles, and stay history to deliver tailored service
• Uphold LQA service benchmarks, including timing, presentation, communication standards, and consistency across all guest interactions
• Handle guest concerns and service recovery situations with urgency, empathy, and ownership, ensuring resolution exceeds expectations
• Coordinate closely with housekeeping, engineering, concierge, and F&B teams to ensure flawless execution of the guest experience
• Manage reservations, room assignments, and upgrades strategically to enhance guest satisfaction and optimize revenue
• Ensure strict accuracy in billing, folio management, and payment processing

VIP & Luxury Service Protocols

• Recognize and properly greet VIP, repeat, and high-profile guests, ensuring discreet and elevated service delivery
• Execute pre-arrival planning, including room blocking, amenity coordination, and special requests aligned with guest preferences
• Provide personalized touches (preferred room type, special occasions, curated recommendations) to create a memorable stay
• Maintain confidentiality and discretion when handling sensitive guest information or high-profile clientele
• Partner with leadership to ensure VIP arrivals and departures are seamless, with no service gaps

Qualifications & Requirements

• Minimum 1–2 years of experience in a luxury or upper upscale hotel environment preferred
• Strong familiarity with Forbes Travel Guide or LQA standards highly desirable
• Proficiency in property management systems (Opera or equivalent)
• Exceptional communication skills with a refined, polished delivery style
• Proven ability to multitask and remain composed under pressure
• Strong problem-solving ability with a focus on service recovery excellence
• Professional appearance and demeanor aligned with five-star luxury standards
• Flexible schedule, including evenings, weekends, and holidays

Core Competencies

• Anticipatory service and emotional intelligence
• Precision and attention to detail
• Discretion and professionalism
• Efficiency in a high-volume luxury setting
• Cross-functional collaboration

What Sets This Role Apart

At Hotel Bourre Bonne, the Front Desk Agent is a curator of first impressions and lasting memories. This role operates at the intersection of efficiency and personalization, where every interaction is an opportunity to exceed expectations. Guided by Forbes and LQA standards, our team delivers service that is not only consistent and precise, but also intuitive, elevated, and distinctly memorable.