Front Office Agent

Role Overview

As a Front Office Agent you are the first voice, the first handshake and the last impression a guest takes home, so the role carries more weight than simply issuing keys. Day to day you move between arrivals and departures, reservations, payment handling and constant coordination with Housekeeping, Maintenance, Food & Beverage and Security to keep the guest journey seamless. The position matters because repeat stays, loyalty and incremental revenue are built at this desk — a guest who is recognised, remembered and looked after well becomes a returning one.

Key Responsibilities

• Own the arrival and departure experience end to end — complete check-in and check-out accurately and efficiently, then go beyond the transaction by personally introducing guests to the House, its restaurants, experiences, facilities and services.
• Build genuine relationships rather than repeating a script: learn names, remember faces, note preferences, acknowledge birthdays and anniversaries, ask about the stay and follow up on earlier conversations so guests never have to reintroduce themselves.
• Manage room reservations, amendments and guest enquiries, responding promptly to telephone calls and front desk queries throughout the shift.
• Maintain accurate guest profiles in the Property Management System — capture and update preferences and stay history, identify and merge duplicate records, and keep records and reports properly documented.
• Handle payments and Front Office finances in line with company procedure: cashiering, invoices, PDQ transactions, approved foreign currency exchanges, and careful, numerically accurate cash handling and basic bookkeeping.
• Coordinate guest requests across Housekeeping, Maintenance, Food & Beverage, Security and other departments, monitor room status to support smooth arrivals, and follow each request through rather than assuming another team has handled it.
• Identify guest concerns early, resolve what sits within your authority, escalate when wider intervention is needed, and record feedback clearly so important details carry across shift handovers.
• Bring commercial awareness to everyday conversation — suggesting relevant room categories, packages, dining experiences, room extensions, late checkouts or future stays where they genuinely suit the guest, and contributing to Front Office and hotel revenue targets without turning hospitality into a sales pitch.

Requirements & Qualifications

• Diploma in Hotel Management, Front Office Operations or a comparable qualification from a recognised hospitality or tourism institution; a relevant degree is an added advantage.
• Proven experience as a Front Office Agent, Guest Service Agent, Receptionist or similar guest-facing hotel role, ideally within a 4 or 5 star, lifestyle, boutique or other premium hospitality environment.
• Hands-on working knowledge of a Property Management System such as Opera, including check-ins, check-outs, reservations and room enquiries.
• Practical experience with cashiering, invoicing, cash handling and PDQ payment terminals, supported by basic bookkeeping skills and strong numerical accuracy.
• Comfort with Microsoft Word and Excel, multi-line telephone systems and standard Front Office equipment.
• Excellent spoken and written English, with strong communication and interpersonal skills and a warm, expressive, naturally engaging personality.
• Sharp organisational ability and attention to detail, plus the composure to stay productive through busy arrival and departure peaks and to handle complaints and difficult situations confidently.
• Commercial awareness and a genuine willingness to contribute towards revenue targets, along with high standards of honesty, integrity and confidentiality in protecting guest information.
• Flexibility to work shifts, including evenings, weekends and public holidays.