Front Office Agent

About the role

The Front Office Agent reports to the Front Office Manager and is responsible for checking guests in and out efficiently, accurately and courteously, following Kempinski procedures and Leading Quality Assurance (LQA) standards. The agent plays a key part in the first and last impression guests receive of the hotel.

Key responsibilities

• Check in arriving guests and check out departing guests in a friendly and caring manner.
• Handle front office cashier transactions such as posting charges to guests and exchanging foreign currency, and balance the cash float at the end of each shift.
• Answer guest requests and questions by telephone or in person, give or receive information and take action or refer matters to the right people, including issuing safe deposit boxes, handling messages and dealing with complaints.
• Coordinate room status updates with housekeeping, notifying them of late check-outs, early check-ins and special requests.

Required profile

• Minimum O levels or WSQ Front Office Certification or a Diploma in Hospitality Management.
• Prior experience in the same capacity or any other hospitality-related capacity is advantageous.
• Well-groomed and professional appearance; good command of spoken and written English is essential, with additional languages an added advantage.
• Willingness to work rotating shifts, weekends and public holidays.

Required skills

• Knowledge of Microsoft Office (Word, Excel and PowerPoint).
• Operational knowledge of front desk operations, Opera and Micros is a plus.
• Strong customer service and communication skills, and ability to multi-task.