Front Office Agent

WHAT YOU WILL DO

As Front Office Agent, you will:

• Welcome arriving guests genuinely and warmly, making direct eye contact and recognising returning guests whenever possible.
• Complete check in and check out processes accurately and efficiently.
• Create a personalised arrival experience rather than simply handing over a room key.
• Brief arriving guests on the House, our restaurants, experiences, facilities and services.
• Handle room reservations, amendments and guest enquiries.
• Monitor room status information and work closely with Housekeeping to support smooth room readiness and guest arrivals.
• Maintain accurate guest profiles within the Property Management System.
• Capture and update guest preferences and relevant history to support more personalised future stays.
• Identify duplicate guest profiles and maintain accurate guest records.
• Process guest payments accurately and securely.
• Handle cashiering, invoices, PDQ transactions and other Front Office financial responsibilities in accordance with company procedures.
• Handle approved foreign currency transactions in accordance with company procedures.
• Maintain accurate records, reports and supporting documentation.
• Respond promptly to telephone calls and guest enquiries.
• Coordinate guest requests with Housekeeping, Maintenance, Food & Beverage, Security and other departments.
• Follow up on requests rather than assuming someone else has handled them.
• Identify guest concerns early and take appropriate action.
• Resolve reasonable guest concerns within your authority and escalate appropriately when additional intervention is required.
• Record guest feedback and ensure important information is communicated during shift handovers.
• Maintain an organised, professional and welcoming Front Desk environment.
• Protect guest information and maintain strict confidentiality.

TURN GUESTS INTO RAFIKIS

This is an important part of the job.

• We don't want every conversation to sound like:
• “Good afternoon. Passport please. Here is your key. Breakfast is at 7.00am.”
• That is a transaction.
• We want you to create genuine relational conversations.
• Learn names.
• Remember faces.
• Understand preferences.
• Notice birthdays and anniversaries.
• Ask guests about their stay.
• Follow up on yesterday's conversation.
• Remember the restaurant they enjoyed.
• Recognise them when they walk through the House again.
• A guest should not have to introduce themselves to us repeatedly.
• The more we know our guests, the better we can host them.

YOU ARE ALSO COMMERCIAL

Exceptional hospitality and commercial awareness should work together.

You should be comfortable identifying opportunities to increase guest spend without turning every conversation into a sales pitch.

This may include:

• Upselling appropriate room categories.
• Promoting relevant hotel packages and experiences.
• Recommending our restaurants and dining experiences.
• Encouraging appropriate room extensions or late check outs where available.
• Identifying opportunities for future stays.
• Understanding current promotions well enough to recommend them naturally.
• Contributing towards Front Office and hotel revenue targets.
• The objective is not to push products.
• Understand the guest first, then recommend something relevant.

WHAT WE ARE LOOKING FOR

You should bring:

• A Diploma in Hotel Management, Front Office Operations or another relevant qualification from a recognised hospitality or tourism institution.
• A relevant degree will be an added advantage.
• Proven experience as a Front Office Agent, Guest Service Agent, Receptionist or similar guest facing hotel professional.
• Previous experience in a 4 or 5 star hotel, lifestyle hotel, boutique hotel or premium hospitality environment is strongly preferred.
• Hands on experience using a Property Management System such as Opera.
• Experience handling guest check ins, check outs, reservations and room enquiries.
• Experience with cashiering, invoices, cash handling and PDQ payment terminals.
• Basic bookkeeping and numerical accuracy.
• Good working knowledge of Microsoft Word and Excel.
• Confidence using multi line telephone systems and standard Front Office equipment.
• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• A warm, expressive and naturally engaging personality.
• Strong organisational ability and attention to detail.
• The ability to remain composed and productive during busy arrival and departure periods.
• Confidence dealing with guest complaints and difficult situations.
• Commercial awareness and willingness to contribute towards revenue targets.
• High standards of honesty, integrity and confidentiality.
• Flexibility to work shifts, including evenings, weekends and public holidays.