EN - Reception Agent

Front Office Agent
First impressions are everything! As a Front Office Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What you will be doing:

• Welcome and bid farewell to guests in accordance with hotel standards while providing professional and friendly service.
• Perform check-in and check-out procedures accurately and efficiently.
• Handle guest requests, complaints, and special requirements by coordinating with relevant departments and ensuring prompt resolution.
• Monitor guest accounts, process payments, and maintain accurate front office records.
• Provide guests with information regarding hotel services, facilities, and local attractions.
• Manage incoming phone calls, respond to inquiries, and direct calls to the appropriate departments.
• Assist with preparations for VIP arrivals, group check-ins, and special events.
• Complete shift handovers accurately and communicate daily operational updates to the next shift.
• Deliver personalized service to enhance guest satisfaction and contribute to a memorable guest experience.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Strong service-oriented mindset with a professional approach, consistently prioritizing guest satisfaction.
• Good command of English.
• Proficient in using Opera PMS and familiar with hotel property management and front office systems.
• Preferably experienced in front office operations within international or similar chain hotels.
• Strong verbal and written communication skills, with the ability to interact effectively with guests from diverse cultural backgrounds.
• Friendly, positive, and guest-focused attitude.
• Proven problem-solving, decision-making, and crisis management skills, with the ability to handle guest complaints professionally.
• Ability to work in a fast-paced environment and adapt to shift-based working schedules.
• Strong team player with the ability to collaborate effectively across departments.
• Detail-oriented, responsible, and well-organized working style.
• Well-presented, professional appearance aligned with corporate standards and strong representational skills.
• Proficient in Microsoft Office applications and capable of supporting basic reporting tasks.

experience is an asset