Front Office Agent

About the Role

This role resides within the Rooms Division, specifically the Front Office & Guest Services department. The primary responsibility is to warmly and efficiently manage guest arrivals and departures, aligning with Kempinski procedures and the stringent Leading Quality Assurance (LQA) standards. This position is pivotal, forming the guest's initial and final impression of the hotel, thus embodying professionalism and a welcoming demeanor.

Core Duties

• Welcome guests upon arrival and facilitate check-out for departing guests, ensuring a courteous and attentive process that meets Kempinski and LQA standards.
• Maintain LQA assessment scores above 85% consistently.
• Register guests upon arrival, allocate rooms suitably, and accommodate special requests when feasible. Assist guests in completing registration forms as necessary and utilize suggestive selling to promote room sales and other hotel services.
• Verify guest payment methods, execute credit checks per established protocols, or direct cash payments appropriately.
• Conduct check-out procedures, confirm any additional charges, process payments, settle accounts, and provide guests with invoices.
• Manage financial transactions related to front office cashier activities, including posting charges and handling currency exchange while adhering to operational protocols. Ensure cash float is accurately balanced at shift end.
• Respond promptly and courteously to all guest inquiries and requests via phone or in person, providing information or redirecting concerns to relevant departments. Tasks may include issuing safe deposit boxes, managing messages, and resolving complaints.
• Coordinate with housekeeping on room status updates, including notifications of late check-outs, early check-ins, and special accommodations.
• Stay informed about hotel products, services, daily operations, and meeting activities to assist guests effectively.
• Possess proficiency in room reservation systems and processes.
• Maintain cleanliness and orderliness of the workstation.
• Additional responsibilities will be assigned as required by business needs.