Front Desk Agent

Job Description

• Performs all Front Desk operations including check-in, check-out, room allocation, and billing in an efficient and professional manner.
• Greets guests warmly upon arrival and departure, ensuring a positive first and last impression.
• Acts as the main point of contact for guest inquiries, requests, and concerns, ensuring prompt resolution.
• Builds strong relationships with guests through personalized interaction and engagement.
• Ensures VIP guests, repeat guests, and special occasions are recognized and handled with care.
• Proactively anticipates guest needs and coordinates with relevant departments to exceed expectations.
• Handles guest complaints with empathy and follows through to ensure complete satisfaction.
• Maintains accurate guest profiles, preferences, and records in the system.
• Coordinates with Housekeeping, Food & Beverage, Concierge, and other departments for seamless service delivery.
• Manages reservations, room status updates, and special requests effectively.
• Ensures lobby presence during peak hours to engage with guests and enhance their experience.
• Monitors guest feedback and takes initiative to improve service standards.
• Ensures proper cashiering procedures, including handling payments and maintaining accuracy.
• Supports in emergency situations and follows hotel policies and procedures.
• Ensures effective communication and detailed handover between shifts.

Qualifications

• Diploma or degree in Hospitality Management with at least 1–2 years of experience in Front Office or Guest Relations within a hotel environment.
• Strong communication and interpersonal skills with the ability to handle both operational tasks and personalized guest interactions; additional language skills are an advantage.
• Well-groomed and presentable, with good knowledge of front office systems, problem-solving abilities, and flexibility to work shifts while maintaining high service standards.

Additional Information