Front Desk Agent

Job Purpose:

As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional service with a personalized touch. You will ensure a seamless check-in/check-out experience, manage reservations, deliver bespoke concierge services, and provide information regarding the hotel and local attractions. 

The ideal candidate has experience in luxury hotels, luxury retail or any high-end customer service experiences. We are seeking for a well-rounded individual able to stablish relationships with our guest that carries great sense for making others feel special as well as having the ability to handle volume and multitask in a constantly changing environment as a hotel is. 

Your role will reflect the luxury and sophistication of our hotel, ensuring every guest enjoys a memorable and effortless stay.

Key Responsibilities:

• Guest Relations & Service Excellence:

  • Welcome guests with a warm, professional, and gracious demeanor during check-in and check-out.
  • Provide proactive service by initiating courtesy calls post-check-in to ensure guest satisfaction and to offer assistance with any requests.
  • Anticipate and respond to guest needs promptly, ensuring a flawless experience at all times.
  • Offer expert concierge services, including detailed knowledge of local attractions, dining, events, and personalized recommendations.
  • Communicate effectively with all departments to ensure that special guest requests are fulfilled promptly.

• Reservations & PBX Operations:

  • Manage incoming reservation calls professionally, ensuring accurate and efficient bookings while upselling hotel services when possible.
  • Maintain a comprehensive knowledge of room availability, rates, special packages, and promotions.
  • Handle all guest communication via phone, email, and in-person, ensuring every interaction is timely, professional, and tailored to the individual guest.
  • Process reservations with attention to detail, confirming all special requests and VIP arrangements.
  • Maintain the property management system, including updating guest profiles, room assignments, and payment authorizations.

• Administrative & Cashiering Responsibilities:

  • Ensure accurate handling of guest payments, including verification of credit card details and signatures.
  • Balance cash and credit card transactions daily, following all hotel procedures for cashiering and banking protocols.
  • Complete shift checklists and reports with precision, ensuring all guest and reservation information is up-to-date.
  • Assist with the night audit process, preparing management reports and finalizing all income department postings in the property management system.

• Guest Amenities & Communication:

  • Deliver guest messages, mail, faxes, and packages in a timely and professional manner.
  • Coordinate with housekeeping, in-room dining, and other departments to fulfill special requests and ensure guest comfort.
  • Ensure the front desk and lobby areas are always clean, organized, and reflective of the hotel's high standards.
  • Maintain complete knowledge of hotel services, amenities, and operational hours to offer informed recommendations to guests.

• Safety & Emergency Procedures:

  • Stay well-versed in hotel emergency procedures, fire safety, and evacuation routes to ensure guest safety at all times.

• Team Collaboration & Handover:

  • Collaborate with the previous and incoming shift teams to ensure smooth operations and effective communication about guest needs and hotel status.

• Additional Responsibilities:

  • Assist with managing guest requests, ensuring accurate documentation in the guest request log.
  • Participate in VIP guest arrangements, ensuring exceptional service standards are met.

Qualifications & Skills:

• Hotel background highly recommended 
• Exceptional interpersonal and communication skills.
• Strong organizational skills with attention to detail.
• Ability to handle multiple tasks simultaneously while maintaining composure.
• Proficiency in hotel management software and general office applications.
• In-depth knowledge of local area attractions and amenities.
• Previous experience in a luxury hospitality setting preferred.
• Flexibility and willingness to work various shifts, including evenings, weekends, and holidays.

Additional Requirements:

• Knowledge of fire safety and emergency procedures.
• Ability to work collaboratively within a team to create an exceptional guest experience.

Equal Opportunity Employer (EOE)