Front Desk Agent
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Key skills for this role
Role Overview
The Front Desk Agent manages guest arrivals, departures, payments, requests, and front-office service interactions.
The role is responsible for creating a professional and positive first and last impression of the hotel.
Key Skills for This Role
Full Job Posting
Role Overview
The Front Desk Agent manages guest arrivals, departures, payments, requests, and front-office service interactions.
The role is responsible for creating a professional and positive first and last impression of the hotel.
Guest Arrival and Departure
- Check in arriving guests and check out departing guests according to Kempinski procedures and applicable service standards.
- Register guests, assign rooms, accommodate special requests, and assist with registration cards when needed.
- Use suggestive selling techniques to sell rooms and promote other hotel services.
- Verify guest payment methods and follow established credit-checking procedures.
- Process departures, collect last-minute charges, receive payment, settle guest accounts, and provide invoices.
Payments and Guest Support
- Post guest charges, handle front-office cashier transactions, exchange foreign currency, and balance the cash float.
- Answer guest requests and questions by telephone or in person and provide or relay information appropriately.
- Issue safe deposit boxes, handle messages, and deal with complaints when required.
- Coordinate room status updates with housekeeping for late check-outs, early check-ins, and special requests.
Standards and Knowledge
- Follow Kempinski procedures, Leading Quality Assurance standards, and Forbes Standards.
- Maintain working knowledge of room reservation procedures.
- Maintain knowledge of hotel products, services, daily activities, and meeting activities.
- Maintain a neat working area.
- Perform additional responsibilities and tasks according to business and hotel needs.
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