Front Desk Agent (2 Positions)

Role Overview

As a Front Office Agent, you will be the first point of contact for guests arriving at a fast-paced hotel or serviced apartment environment. Your daily focus will be on making every stay seamless—from smooth arrivals and departures to handling reservations, managing guest accounts, and solving issues on the spot. By working closely with housekeeping and other departments, you help ensure that every room is ready and every guest leaves with a positive impression of the property.

Key Responsibilities

• Greet guests warmly upon arrival, complete check-in procedures efficiently, and support a hassle-free departure process that encourages repeat visits.
• Oversee reservations, room assignments, and registration details, making sure each guest is matched with the right room and that all preferences are noted.
• Respond promptly to guest requests, comments, or complaints, using professional judgment to resolve issues and escalate only when necessary.
• Handle incoming calls with clarity and courtesy, directing queries to the appropriate team member and taking accurate messages when required.
• Liaise with housekeeping and other operational teams to confirm room readiness and coordinate special requests such as extra bedding, late checkout, or maintenance needs.
• Process cash and card payments, verify daily takings, and keep precise financial documentation that matches the property's accounting standards.
• Update guest profiles and maintain complete, accurate records within the Property Management System, ensuring every interaction is logged correctly.
• Monitor room availability, upcoming reservations, and guest folios throughout the shift, anticipating busy periods and flagging potential overbooking or discrepancies.
• Follow hotel policies, security protocols, and health and safety guidelines at all times, including proper handling of guest data and access to guest rooms.
• Contribute to a welcoming atmosphere by offering local recommendations, remembering repeat guests, and taking pride in the overall guest experience.

Requirements & Qualifications

• Diploma in Front Office Management, Hospitality, Tourism Management, or a closely related discipline.
• At least 2–3 years of front office experience within a busy hotel or serviced apartment setting, where juggling multiple tasks was part of the daily routine.
• Hands-on, mandatory experience with the Micros Fidelio Property Management System—candidates without this will not be considered.
• Familiarity with SunSystems accounting software is a distinct advantage for handling billing and financial reporting.
• Strong working knowledge of Microsoft Office, especially Excel for daily reports, Word for correspondence, and Outlook for team communication.
• Excellent verbal and written communication skills, with the ability to connect comfortably with guests from different backgrounds.
• A keen eye for detail, particularly when managing reservations, payments, and guest records, along with a high level of personal integrity.
• Flexibility to work rotating shifts, including weekends and public holidays, as hotel demand requires.
• Professional appearance and demeanor that reflects positively on the hotel brand.