Front Desk Agent

Role Overview

The Front Desk Agent is responsible for providing a warm welcome and efficient service to guests throughout their stay. This involves managing the check-in and check-out processes, handling financial transactions, and ensuring guest satisfaction in accordance with Kempinski and KEA standards.

Key Responsibilities

• Guest Registration & Check-Out: Perform check-in for arriving guests and check-out for departing guests in a friendly and caring manner. Register guests, assign rooms, and accommodate special requests whenever possible.
• Standards Compliance: Ensure that KEA (Kempinski Excellence Audit) results are above 85% and Customer Satisfaction Survey (CSS) results average a score of 5 or above.
• Sales & Promotion: Use suggestive selling techniques to sell rooms and promote other hotel services and products.
• Financial Transactions: Handle front office cashiering duties, including posting charges, exchanging foreign currency, and balancing the cash float at the end of each shift. Verify guest payment methods and follow established credit-checking procedures.
• Guest Relations: Answer all guest inquiries in person or via telephone, provide information, resolve complaints, and refer matters to relevant persons when necessary.
• Coordination: Liaise with the housekeeping department regarding room status updates, late check-outs, early check-ins, and special requests.
• Administrative Duties: Maintain the neatness of the work area and stay informed about daily hotel activities and meeting schedules.
• Operational Knowledge: Maintain working knowledge of room reservation procedures and hotel product information.

Requirements and Qualifications

• Education: BA/BSc/HND or Certification in Front Office Operations.
• Experience: 2 to 3 years’ experience as a Receptionist or Guest Relation Officer, preferably in an international 5-star luxury hotel.
• Technical Skills: Advanced knowledge in Microsoft Office (Word, Excel, and PowerPoint) and Opera PMS.
• Language: Excellent oral and written English skills; knowledge of an additional foreign language is highly beneficial.
• Personal Attributes: Presentable, well-spoken, and well-versed in professional etiquette and grooming.
• Competencies: Strong communication skills, customer service orientation, flexibility in scheduling, and the ability to work effectively within a team.

How to Apply

Interested and qualified candidates should apply through the official recruitment portal: Kempinski Hotels on kempinski.pinpointhq.com.