Front Office Agent

Job Summary

This position is for a dedicated Front Office Agent responsible for managing the crucial first and last impressions a guest receives of the hotel. The incumbent will professionally and warmly handle the check-in and check-out process for guests, ensuring all interactions meet the precise standards of Kempinski procedures and the Leading Quality Assurance (LQA) benchmarks.

At all times, the Agent must project a professional, caring, and positive image of the hotel.

Key Responsibilities

• Check-in Procedures:
• Register arriving guests, assign rooms, and accommodate special requests whenever possible.
• If necessary, assist guests in completing registration cards.
• Employ suggestive selling techniques to promote rooms (upselling) and other hotel services.
• Verify the guest’s method of payment and follow established credit-checking procedures, or refer cash transactions to the cashiers.
• Ensure that LQA results are maintained above 85%.
• Check-out & Billing:
• Process guest check-out procedures efficiently.
• Inquire about and post any last-minute charges.
• Receive payment, settle the guest account, and provide a copy of the final invoice.
• Financial Handling:
• Handle all front office cashiers’ transactions, including posting charges and exchanging foreign currency according to procedures.
• Accurately balance their cash float at the end of every shift.
• Guest Communication & Support:
• Answer all guest requests and questions in a friendly and caring manner (in person or by telephone).
• Provide information, take appropriate action, or refer complex matters to the relevant person. This includes but is not limited to managing messages, issuing safe deposit boxes, or dealing with complaints.
• Operational Coordination:
• Coordinate room status updates with the Housekeeping department, notifying them promptly of late check-outs, early check-ins, and special requests.
• Keep fully informed of product and service knowledge, as well as the hotel's daily activities and meeting schedules.
• Maintain a working knowledge of the room reservation procedures.
• Work Environment: Maintain the neatness and organization of the working area.