Front Desk Agent

About the role

As a Front Desk Agent you are responsible for providing a warm and welcoming experience to guests during their stay. Your primary focus is to efficiently handle check‑in and check‑out processes, respond to guest inquiries and ensure a smooth and positive experience throughout their visit.

Key responsibilities

• Deliver efficient, courteous, and prompt service to ensure high customer satisfaction from arrival to departure.
• Personally greet guests by name when known and escort them to their rooms.
• Assist guests with in‑room and hotel familiarisation, answering inquiries about hotel activities.
• Stay informed about hotel information, local services, promotions, events and attractions to respond to guest queries.
• Maintain awareness of daily rate and occupancy levels for accurate decision‑making.
• Adhere to Front Desk cashiering standards, handling all incidental charges using computerized Front Office systems.
• Process accounts seamlessly from check‑in to check‑out, ensuring accurate posting of all incidental charges.
• Safeguard guest privacy by refraining from disclosing any guest details.
• Demonstrate thorough understanding of hotel policies, procedures, service standards and facilities.
• Uphold environmental, health and safety standards in alignment with organisational policies.