Job Summary:
The Front Office Agent is responsible for delivering exceptional service to guests, managing check-ins and check-outs, and serving as the primary point of contact during their stay. This role ensures a smooth and efficient operation while maintaining high standards of hospitality.

Responsibilities:

• Manage guest check-in and check-out processes, ensuring accuracy and efficiency.
• Serve as the main point of contact for regular and VIP guests, ensuring their needs are met throughout their stay.
• Provide personalized service by greeting and assisting guests in the lobby, offering information about hotel amenities, and responding to their inquiries.
• Handle guest complaints and resolve issues quickly to ensure guest satisfaction.
• Monitor guest preferences and relay information to other departments to enhance the guest experience.
• Assist with upselling hotel services and amenities, including room upgrades and special packages.
• Maintain accurate records in the Property Management System (OnQ) and ensure smooth transitions between shifts by completing handover reports.
• Perform night shifts and telephone duties as required, ensuring all guest needs are met around the clock.
• Ensure compliance with hotel security, health, and safety policies.
• Attend training sessions to stay up to date on hotel procedures, guest relations, and system operations.

Requirements:

• Previous experience in a customer service role, preferably in the hospitality industry.
• Proficiency in hotel management software, such as OnQ or a similar system.
• Strong communication skills with the ability to handle guest inquiries and complaints professionally.
• Excellent organizational skills and attention to detail, ensuring seamless guest experiences.
• Ability to work independently and as part of a team, with a focus on providing high-quality service.
• Positive attitude, adaptability, and willingness to work flexible shifts, including weekends and holidays.

Level of Education:

• High school diploma or equivalent required.

Work Hours:

• Full-time position with flexible scheduling, including night shifts and weekends.

Experience in Months:

• Minimum 12 months of experience in a front office or guest service role.