Front Office Agent

Job Summary

Special Notes and Standards

• Perform all duties in a courteous, safe, and efficient manner in accordance with hotel policies and procedures.
• Maintain professional grooming, punctuality, efficiency, and courteous conduct with guests and team members.
• Follow procedures for security, fire, safety, health, hygiene, emergency response, and local regulatory compliance.
• Maintain up-to-date knowledge of hotel products, facilities, and surrounding areas.
• Maintain accurate guest records, correspondence, and documentation in line with data protection requirements.

Front Office Responsibilities

• Welcome guests and complete accurate check-in and check-out procedures, including billing verification and account settlement.
• Handle reservations, walk-ins, room assignments, guest profiles, preferences, correspondence, and documentation.
• Operate the Property Management System accurately and process cash, credit card, and other payment transactions.
• Respond to guest inquiries, requests, and complaints, escalating matters to the Front Office Supervisor or Manager when required.
• Coordinate with Housekeeping, Concierge, Reservations, and other departments on guest requests and room readiness.
• Promote hotel facilities, outlets, and promotions and identify opportunities to upsell rooms and services.
• Report security, safety, maintenance, and operational concerns promptly to the relevant department or supervisor.
• Attend meetings and briefings, communicate relevant information, and recommend corrective actions for operational challenges.
• Keep the Front Desk, surrounding areas, and equipment clean, organized, presentable, and properly maintained.
• Assist with reports, occupancy forecasts, VIP arrival lists, and prevention of operational disruptions.

Team Member Relations and Participation