Front Desk Agent

The Front Desk Agent is responsible for delivering a warm welcome, smooth check-in/check-out experience, and exceptional guest service throughout the stay. The role ensures accurate room assignments, efficient communication, and adherence to hotel standards.

Key Responsibilities:

Guest Service & Operations

• Welcome guests warmly and assist with check-in and check-out procedures.

• Provide information about hotel services, facilities, and local attractions.

• Handle guest requests, inquiries, and complaints professionally and efficiently.

• Manage room assignments, key issuing, and special requests (early check-ins, late check-outs, amenities).

• Ensure timely communication with Housekeeping and other departments.

• Assist with VIP arrivals and maintain high service standards at all times.

Administration & Cashiering

• Process payments, deposits, and refunds following hotel procedures.

• Ensure accurate billing and posting of charges.

• Balance cash float and complete shift closing reports.

• Maintain accurate records and guest profiles in the PMS (Opera/Cloud or similar).

Communication & Coordination

• Work closely with Housekeeping, Engineering, and Concierge to ensure smooth operations.

• Report maintenance issues, guest concerns, and security matters promptly.

• Relay accurate information during shift handovers.

Sales & Upselling

• Actively promote hotel services, room upgrades, and special offers.

• Support in achieving revenue targets through effective upselling techniques.

Qualifications & Skills:

• Previous experience in Front Office or customer service preferred.

• Strong communication and interpersonal skills.

• Professional appearance and positive attitude.

• Knowledge of PMS systems (Opera/Cloud) is an advantage.

• Ability to handle pressure and multitask.

• Fluency in English; additional languages (Arabic, Russian, German, etc.) are an asset.