Check in arriving guests and check out departing guests in a friendly and caring manner according to Kempinski, Leading Quality Assurance, and Forbes standards.
Ensure Leading Quality Assurance results are above 85%.
Register guests upon check-in, assign rooms, accommodate special requests when possible, and assist guests with registration cards when needed.
Use suggestive-selling techniques to sell rooms and promote other hotel services.
Verify guests’ payment methods and follow established credit-checking procedures, or refer cash-handling payments to cashiers.
Process guest check-outs, inquire about last-minute charges, receive payments, settle guest accounts, and provide invoice copies.
Handle front-office cashier transactions, including posting charges and exchanging foreign currency, and balance the cash float at the end of the shift.
Respond to guest requests and questions in person or by telephone, provide or receive information, take appropriate action, or refer matters to the relevant person; this may include issuing safe-deposit boxes, handling messages, and addressing complaints.
Coordinate room-status updates with housekeeping by notifying them of late check-outs, early check-ins, and special requests.
Stay informed about products and services, as well as the hotel’s daily and meeting activities.
Maintain working knowledge of room-reservation procedures.
Maintain a neat working area.
Take on additional responsibilities and tasks as required by the business and hotel.
Front Desk Agent is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Forbes standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.
Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski, Leading Quality Assurance (LQA) standards and Forbes Standards.
Ensure that LQA results are above 85%.
Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
Possess a working knowledge of the room reservation procedures.
Maintain the neatness of his/her working area.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.