Front Office Agent - Hotel SK

Job Summary
The Front Office Agent is responsible for providing exceptional guest service and ensuring smooth front desk operations. This role involves greeting guests, managing reservations, handling guest inquiries, processing payments,and maintaining accurate records while creating a welcoming and professional environment for all guests.

Key Responsibilities:

Greet guests in a friendly, professional, and courteous manner and provide exceptional customer service at all times.

Check guests in and out of the hotel following established hotel procedures and standards.

Register arriving guests, assign rooms, and issueroom keys or access cards.

Make, modify, and cancel reservations while ensuring all booking details are accurate and up to date.

Answer incoming phone calls and respond to guestinquiries promptly and professionally.

Assist guests with requests, concerns, and specialaccommodations during their stay.

Provide accurate information regarding hotel services, amenities, policies, and local attractions.

Process guest payments including cash, debit, creditcard, and direct billing transactions.

Prepare and present guest folios and billing statements upon departure and ensure accurate payment processing.

Maintain accurate records of room availability,reservations, guest accounts, and room assignments.

Handle guest complaints or concerns professionally and elevate issues to management when necessary.

Perform daily accounting duties including postingcharges, balancing transactions, data entry, and reconciliation.

Complete end-of-shift audit procedures and generaterequired reports accurately and on time.

Coordinate and communicate effectively with housekeeping, maintenance, and other departments to ensure guest satisfaction.

Monitor lobby and front desk areas to maintain cleanliness, organization, and professionalism.

Follow hotel safety, security, and emergencyprocedures to ensure the safety of guests, staff, and hotel property.

Maintain confidentiality of guest and hotelinformation.

Attend training sessions and staff meetings as required.

Perform other duties as assigned by management.

Qualifications

Excellent verbal and written communication skills.

Strong customer service and interpersonal skills.

Basic knowledge of accounting and cash-handling procedures.

Proficiency in computer systems and hotel management software such as OPERA and Microsoft Outlook.

Ability to understand and follow verbal and written instructions.

Ability to accurately post, balance, and reconcilecharges and payments.

Strong organizational skills and attention todetail.

Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.

Ability to remain professional and composed understressful situations.

Flexible availability, including evenings, weekends,holidays, and overnight shifts when required.

Maintain high standards of personal appearance,grooming, and professionalism.

Basic math, reading, and writing skills.

Ability to work independently and as part of a team.

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