Front Office Agent

About the Role

The Front Office Agent will be part of the Rooms Division within the Front Office & Guest Services department at a luxury hotel in Al Khobar, Saudi Arabia. The individual is entrusted with greeting guests upon arrival and departure, ensuring compliance with hotel procedures and the Leading Quality Assurance (LQA) standards. This role embodies the first and last impression guests have of the hotel, requiring a consistently professional and welcoming demeanor.

Key Responsibilities

• Greet and perform check-in and check-out processes for guests courteously and according to Kempinski and LQA standards.
• Maintain LQA scores exceeding 85% in service quality evaluations.
• Register guests upon arrival, assign rooms, and accommodate special requests where possible.
• Assist guests with registration cards if necessary, employing suggestive selling techniques to promote room sales and hotel services.
• Verify guests' payment methods and carry out credit checks or refer cash payments to cashiers.
• Manage guest check-out including finalizing bills, processing payments, and providing invoice copies.
• Conduct all front office cashier transactions such as posting charges and currency exchanges, balancing cash floats at shift end.
• Respond to guest inquiries and requests with friendliness, providing information or escalating issues like safe deposit box requests, messages, or complaints appropriately.
• Coordinate with housekeeping regarding room status updates including late check-outs, early check-ins, and special requirements.
• Stay updated on hotel products, services, daily activities, and meetings.
• Maintain cleanliness and organization of the work area.
• Perform any additional duties as required by hotel operations or management needs.