Front Office Agent

I. Job Summary

The Front Office Agent manages all guest interactions at the front desk, ensuring efficient and professional handling of reservations, check-ins, check-outs, and guest services. The core objective is to deliver excellent customer service, maximize guest satisfaction, and facilitate smooth communication between the front office and all other hotel departments.

II. Core ResponsibilitiesA. Guest Arrival and Departure

• Check-in Procedures: Warmly greet arriving guests, verify reservation details, process credit card authorizations and payments, assign rooms, and issue keys in accordance with hotel policy.
• Check-out Procedures: Accurately process guest departures, verify folio charges, process payments, and inquire about the guest's stay experience.
• Registration Accuracy: Ensure that all guest information (names, ID/passport details, addresses) is accurately captured and entered into the Property Management System (PMS).
• Key Control: Maintain strict control over room keys and access cards.

B. Communication and Service

• Information Hub: Serve as the primary source of information for guests regarding hotel facilities, operating hours, local attractions, dining options, and transportation.
• Mail and Messages: Sort and distribute mail, packages, and messages promptly and accurately.
• Telephone Service: Answer high-volume incoming calls professionally, direct calls to the appropriate departments, and handle guest inquiries or requests efficiently.
• Concierge Assistance: Provide basic concierge services such as making reservations, arranging transport, and providing detailed directions.

C. Financial and Administrative

• Cash Handling: Manage a cash float, process cash and credit card payments, issue receipts, and balance end-of-shift reports accurately.
• Room Status: Maintain constant awareness of the current room status, coordinating closely with the Housekeeping department to maximize room availability and minimize guest waiting time.
• Upgrades and Sales: Proactively identify opportunities to upsell higher-category rooms or promote hotel packages/amenities to maximize revenue.
• Shift Reports: Complete daily shift checklists and reports, including recording any unusual occurrences or unresolved issues.

D. Issue Resolution and Security

• Complaint Handling: Listen actively to guest concerns, resolve minor complaints independently, and escalate complex issues immediately to the Front Office Manager or Duty Manager.
• Emergency Response: Be fully aware of all hotel emergency procedures (fire, medical) and act as the central communication point during an emergency situation.
• Security: Adhere to all hotel security policies, ensuring guest privacy is maintained and reporting any suspicious activity immediately.

Job Type: Full-time