Front Office Agent

SCOPE

Reporting to the Front Office Manager, the incumbent in this position is responsible for the efficient, accurate and courteous checking-in and checking-out of hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

RESPONSIBILITIES

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
• Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.

REQUIREMENTS

• Minimum O levels or WSQ Front Office Certification or Diploma in Hospitality Management
• Prior experience in the same capacity or any other hospitality related capacity advantageous
• Knowledge in Microsoft Office (Word, Excel and PowerPoint)
• Operational knowledge of front desk operations, Opera Cloud and Micros is a plus
• Strong customer service and communication skills
• Able to multi-task
• Good command in spoken and written English is essential and any additional languages is an added advantage
• Well-groomed and professional disposition
• Willingness to work on rotating shifts, weekends and public holiday