Job Description

A Front Office Agent is the first point of contact for guests, responsible for delivering an exceptional luxury hospitality experience. This role involves welcoming guests, handling check-ins and check-outs, managing reservations, and assisting with guest requests to ensure a seamless and personalized stay. The ideal candidate should exhibit professionalism, efficiency, and warmth while upholding the highest standards of customer service.Key Responsibilities:1. Guest Services & Reception

• Greet guests with a warm, professional, and friendly demeanor.
• Ensure smooth and efficient check-in and check-out procedures.
• Provide personalized guest services, catering to VIPs and returning guests.
• Anticipate guest needs and handle special requests and preferences promptly.
• Assist with luggage arrangements and transportation requests.

2. Reservations & Front Desk Operations

• Manage room reservations, modifications, and cancellations efficiently.
• Maintain up-to-date knowledge of room availability, rates, and special offers.
• Ensure guest profiles and preferences are accurately recorded in the system.
• Process payments and ensure accurate billing for guests.

3. Communication & Coordination

• Serve as the main point of contact for guests, handling inquiries professionally.
• Provide accurate information about hotel services, local attractions, and events.
• Coordinate with housekeeping, concierge, and other departments to fulfill guest requests.
• Ensure smooth handovers between shifts with detailed reports.

4. Complaint Handling & Problem Resolution

• Address guest concerns with professionalism and efficiency.
• Take ownership of issues, offering immediate resolutions or escalating when necessary.
• Follow up with guests to ensure satisfaction and enhance their overall experience.

5. Administrative & Compliance Responsibilities

• Ensure compliance with hotel policies, procedures, and safety regulations.
• Maintain confidentiality of guest information and financial transactions.
• Follow security procedures, including verifying guest identities during check-in.
• Keep accurate records of guest interactions, feedback, and incidents.

• High School Diploma or equivalent.
• Diploma or Bachelors degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Certifications in Customer Service, Front Office Operations, or Hotel Management are an advantage.

2. ExperienceMinimum Requirement:

• At least 1-2 years of experience in a customer service or front desk role.
• Familiarity with hotel front office operations.

Preferred:

• Experience in a luxury hotel, resort, or international 5-star hospitality brand.
• Background in handling VIP guests, concierge services, or guest relations.
• Proficiency in hotel management software (PMS) such as Opera, Fidelio, OnQ, or similar systems.
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with POS systems and payment processing methods.
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a passion for hospitality.
• Ability to multitask, handle pressure, and stay organized.
• Strong problem-solving and conflict-resolution skills.
• High level of professionalism, discretion, and attention to detail.
• A warm, welcoming, and polished demeanor suitable for luxury hospitality.
• Fluency in English (spoken and written).
• Additional languages (Arabic, French, German, Russian, Mandarin, etc.) are a plus for international guest interactions.

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