Front Office Agent

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The Front Office Agent is responsible for providing courteous, efficient, and professional service at the Front Desk and back-office areas. Acting as a key point of contact for guests and visitors, the Front Office Agent ensures smooth check-in/check-out procedures, accurate billing, and the provision of information, in accordance with hotel standards and policies.

**DUTIES AND RESPONSABILITIES**

Greet and welcome guests in a professional and friendly manner.

Maintain in-depth and up-to-date knowledge of:

- All hotel facilities and services
- Outlet operating hours
- Room types, numbers, layouts, décor, locations, rates, and promotions

Daily arrivals, departures, and occupancy status

Adhere to all hotel policies, procedures, and standards.

Handle cash responsibly, secure the float, and follow cashiering procedures.

Ensure the workstation is stocked with supplies and kept clean and organized.

Answer departmental phones within three rings using correct telephone etiquette.

Establish positive guest relations and respond appropriately to all inquiries.

Process guest check-ins and check-outs according to hotel procedures.

Notify the designated team of VIP arrivals for escorting and amenity setup.

File registration cards and vouchers by room number.

Confirm and document bookings and cancellations.

Pre-register selected guests and prepare keys in advance.

Conduct group check-in/check-out processes following set standards.

Ensure secure handling and storage of room keys at the Front Desk.

Provide guided room showings when requested.

Support in maintaining a safe, clean, and welcoming hotel environment.

**CONFIDENTIALY**

Whist working for the Company there will be access to a wide variety of confidential information concerning the Company, guests and employees.

It is vital that all such information remains confidential and must not be disclosed to anyone outside the Company, guests and employees, unless otherwise stated. Please refer to the Employee Handbook for full policy details.

**OTHER INFORMATION**

As the hotel's level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

**TALENT PROFILE**

**Experience**:
Previous experience in a front desk or guest-facing role is preferred.

Experience in a hotel environment is an advantage, particularly in customer service or reservations.

Familiarity with Property Management Systems (PMS), such as Opera, is desirable.

**Skills & Knowledge**:
Excellent communication and interpersonal skills.

Strong sense of hospitality and guest-focused service.

Good organizational and multitasking abilities.

High attention to detail, especially in billing and reservation handling.

Ability to remain calm and professional under pressure.

Knowledge of check-in/check-out procedures, room allocation, and general hotel operations.

Proficiency in handling cash and following accounting procedures.

Team player with a positive attitude and flexible approach.

Fluent in English; other languages are an asset.

Good telephone etiquette and ability to handle calls efficiently and courteously.

**Education / Qualification**:
Secondary education required; further education in Hospitality, Tourism, or Customer Service is preferred.

Training in front office operations, customer service, or hotel systems is a plus.

Computer literacy, including experience with PMS (Opera preferred) and Microsoft Office tools.