Front Office Agent

Role Overview

As a Front Office Agent, you will guide guests through arrival, their stay, and departure, combining accurate desk operations with attentive, personal service. Your work helps create a smooth first and final impression while supporting the hotel’s service standards, guest security, and accurate financial records.

Key Responsibilities

• Manage check-ins and check-outs, explain registration and payment procedures, and respond clearly to common guest questions.
• Maintain reception coverage, answer calls promptly, and engage with guests to understand their needs and preferences.
• Share relevant guest preferences and requests with the appropriate departments to support coordinated service.
• Offer suitable recommendations and room-category upgrades where appropriate, including during reservations and check-in.
• Process cash, card, traveller’s cheque, direct-billing, and non-guest ledger transactions; settle accounts and post payments to the correct ledgers.
• Review individual accounts, make authorised adjustments, prepare cashier supplies, and balance cash and departmental totals at shift end.
• Safeguard cash drops and personal float, and follow procedures for releasing room keys and guest information.
• Identify hazards or equipment faults, report suspicious activity to Security, and promptly report accidents and injuries to the Hotel Nurse and Security.

Requirements & Qualifications

• Diploma or degree in Hospitality Management, Front Office Operations, Tourism, or a related discipline.
• At least 2–3 years of experience in a comparable front office position at a five-star hotel.
• Clear communication and strong interpersonal skills, with the ability to handle guest interactions professionally.
• Working proficiency in Opera or a similar property management system.
• Sound knowledge of reception procedures, guest account settlement, and cashiering.
• High integrity and discretion when handling money, guest data, and confidential information.