Front Desk Agent

Role overview

Front desk duties

• Check in arriving guests and check out departing guests according to hotel and quality standards.
• Register guests, assign rooms, assist with registration cards, and accommodate special requests.
• Use suggestive selling to sell rooms and promote other hotel services.
• Verify payment methods and follow credit-checking procedures.
• Process guest departures, settle accounts, receive payments, and provide invoices.
• Handle cashier transactions, post guest charges, exchange foreign currency, and balance the cash float.
• Answer guest requests and questions by telephone or in person and address or refer complaints.
• Handle safe deposit box requests and guest messages.
• Coordinate room-status updates with housekeeping for late check-outs, early check-ins, and special requests.
• Maintain product, service, hotel activity, and reservation procedure knowledge.
• Maintain a neat work area and perform additional duties as requested.

Role requirements

• Working knowledge of hotel room reservation procedures.
• Ability to provide professional guest service under Kempinski, Leading Quality Assurance, and Forbes standards.
• Ability to handle guest payments, cashier transactions, and foreign currency according to procedures.
• Ability to communicate clearly with guests and respond appropriately to requests and complaints.

Service standards

• Maintain a friendly, caring, professional, and positive image of the hotel.
• Work toward maintaining Leading Quality Assurance results above 85%.