Front Office Agents (5 Positions)

About this role

Responsibilities

• Welcome guests professionally and manage smooth check-in and check-out procedures according to hotel standards
• Handle room reservations, guest inquiries, bookings, cancellations, and amendments accurately using hotel reservation systems
• Provide guests with accurate information regarding hotel services, facilities, promotions, and local attractions
• Maintain accurate guest profiles, billing records, payment processing, and operational documentation within PMS systems
• Coordinate closely with Housekeeping, Concierge, Maintenance, and other departments to ensure smooth guest experiences
• Handle guest requests, complaints, and service recovery situations professionally and escalate operational concerns when necessary
• Monitor room availability, occupancy updates, VIP arrivals, and special requests during operational shifts
• Ensure Front Office, lobby, and reception areas remain clean, organized, and professionally presented at all times
• Process cash, card payments, foreign exchange transactions, and billing adjustments accurately according to hotel procedures
• Maintain confidentiality of guest information and ensure compliance with hotel privacy and security policies
• Support telephone operations, email communication, and reservation correspondence professionally
• Maintain professional grooming, communication, and customer service standards throughout all guest interactions