Front Desk Agent

About the role

As a Front Desk Agent, you are responsible for providing a warm and welcoming experience to guests during their stay. Your primary focus is to efficiently handle check‑in and check‑out processes, respond to guest inquiries, and ensure a smooth and positive experience throughout their visit.

Key responsibilities

• Deliver efficient, courteous, and prompt service to ensure a high level of customer satisfaction from the moment guests arrive until their departure.
• Personally greet guests by name if known, escort them to their rooms to create a sense of anticipation and welcome.
• Conduct in‑room and hotel familiarisation, assisting guests with inquiries or requests related to hotel activities.
• Stay informed about hotel information and local services, including operating hours, promotions, events, attractions, and other relevant details to effectively respond to guest queries.
• Maintain awareness of daily rate levels and occupancy levels for accurate decision‑making.
• Adhere to Front Desk cashiering standards, ensuring precise handling of all incidental charges using computerized Front Office systems.
• Process accounts seamlessly from check‑in to check‑out, ensuring the accurate posting of all incidental charges.
• Safeguard guest privacy by refraining from disclosing any guest details.
• Demonstrate a thorough understanding of the hotel's policies, procedures, and service standards, possessing comprehensive knowledge of hotel facilities and current events.
• Uphold environmental, health, and safety standards in alignment with organisational policies.