Front Office Agent

Key Responsibilities

1. Guest Relations and Service Excellence

• Welcome all guests with a genuine smile, positive attitude, and professional demeanor.
• Provide assistance with check-in, check-out, and general inquiries, ensuring guests are served promptly and courteously.
• Anticipate guest needs and offer proactive assistance to enhance their stay experience.
• Handle guest feedback or complaints in a polite and efficient manner, escalating issues to the Duty Manager when necessary.
• Maintain continuous presence and visibility in the lobby area to greet guests, offer help, and ensure a welcoming atmosphere.

2. Lobby and Guest Area Management

• Ensure the lobby, entrance, and public areas are clean, organized, and presentable at all times.
• Coordinate with Housekeeping and Maintenance to promptly address any cleanliness or facility issues in public areas.
• Monitor guest flow in the lobby and provide assistance during busy periods such as check-in and check-out times.
• Assist in managing luggage arrangements in coordination with the Concierge or Bell team.

3. Communication and Coordination

• Maintain effective communication with Front Office, Concierge, Housekeeping, and other departments to ensure smooth service delivery.
• Keep updated with hotel information, room status, promotions, and local attractions to assist guests effectively.
• Support Front Office operations during peak hours, including handling calls, preparing keys, or assisting at the counter when required.
• Coordinate VIP arrivals and special requests to ensure personalized service and smooth arrangements.

4. Guest Engagement and Brand Representation

• Build positive rapport with guests through friendly conversation and attentive service.
• Promote hotel facilities, F&B outlets, and ongoing promotions to enhance guest experience and revenue.
• Maintain excellent grooming and uniform standards as a representative of the Landison Hotel brand.
• Uphold the hotel’s image, values, and service culture in all guest interactions.

5. Flexibility and Operational Support

• Be flexible and available during weekends, holidays, or peak periods to support the Front Office team.
• Provide assistance for any guest-related issues or emergencies during off-duty hours when required.
• Support in handling sudden operational needs or guest movements as directed by the Duty Manager or Front Office Manager.