Front Office Agent – Hotel Guest Services

About the role

The Front Office Agent greets and registers guests, delivers outstanding service throughout their stay, and handles account settlement at checkout. The role includes front desk, reservation, concierge, and night‑audit duties.

Key responsibilities

• Check‑in and check‑out guests, manage reservations and modify bookings.
• Answer phone calls, respond to guest inquiries, and provide information on hotel services, restaurants, transportation and entertainment.
• Coordinate room status updates with housekeeping and maintenance, and handle special requests.
• Use persuasive selling techniques to promote rooms and hotel services.
• Resolve guest complaints professionally and ensure hotel standards are met.
• Balance cash drawer at the start and end of each shift.

Required profile

• High school diploma or equivalent.
• 2–3 years of progressive experience in a hotel or related field.
• Night‑audit experience is mandatory.
• Knowledge of hotel policies on cancellations, extended stays, room types, rates, late check‑outs and early arrivals.

Required skills

• Proficiency with Opera front‑office software.
• Familiarity with standard front‑office procedures and hospitality terminology.