Job Summary

We are looking for a professional and customer-service-oriented Front Office Agent responsible for providing a welcoming and efficient experience to hotel guests from arrival through departure. The role handles guest check-in and check-out, reservations, inquiries, payments, and requests while coordinating closely with other hotel departments to ensure smooth operations and guest satisfaction.

Key Responsibilities

• Welcome and assist guests upon arrival in a professional, courteous, and friendly manner
• Handle accurate and efficient guest check-in and check-out procedures
• Process room reservations, modifications, cancellations, and other booking-related requests
• Provide guests with accurate information regarding hotel facilities, services, amenities, and policies
• Handle guest inquiries, requests, feedback, and concerns professionally and promptly
• Receive and process cash, card, and other authorized payments and issue receipts when required
• Coordinate with Housekeeping, Reservations, Engineering, and other departments regarding guest and room requirements
• Monitor and update room status, guest information, and reservation records
• Handle incoming and outgoing phone calls, emails, and other guest communications
• Maintain accurate and updated front desk records, logs, reports, and documentation
• Assist guests with special requests and coordinate other available hotel services
• Escalate significant guest concerns or operational issues to the appropriate Supervisor or Manager
• Ensure proper shift endorsement of pending guest concerns, requests, incidents, and unfinished tasks
• Maintain confidentiality and security of guest information
• Follow established front office procedures, service standards, and hotel policies
• Perform other front office-related duties as assigned by management

Qualifications

• Graduate of Hospitality Management, Tourism, Hotel and Restaurant Management, or a related course is preferred
• Previous experience in hotel front office, reservations, guest services, or customer service is an advantage
• Good verbal and written communication and interpersonal skills
• Customer-service oriented with a professional and positive working attitude
• Presentable and well-groomed
• Basic computer skills and ability to learn hotel or reservation systems
• Able to handle cash, payments, and guest transactions accurately
• Organized and detail-oriented with good record-keeping skills
• Able to work under pressure and professionally handle guest concerns and difficult situations
• Willing to work on shifting schedules, weekends, and holidays
• Responsible, reliable, trustworthy, and a good team player

Key Competencies

Front Office Operations Guest Services Check-In & Check-Out Reservations Customer Service Cash Handling Guest Relations Interdepartmental Coordination Front Desk Administration Communication Skills Problem Solving Shift Endorsement