Front Office Agent

About the Role

Join Mövenpick Hotels & Resorts, part of the Accor group encompassing over 45 brands, 5,500 hotels, and 10,000 dining and lifestyle venues worldwide. At Mövenpick, we value your contribution and offer numerous opportunities for career growth and development. Every interaction, smile, and gesture helps build memorable experiences not only for our guests and colleagues but also supports our commitment to sustainable hospitality. Become a Heartist® and let your passion guide you in this vibrant hospitality environment.

Job Summary

As a Front Office Agent, you are the initial point of contact and lasting impression for our guests. You bring our brand to life through intuitive service, genuine warmth, and keen attention to detail. Acting as a key interface between guests and the resort, you ensure smooth, personalized, and precise interactions from check-in to check-out. You proactively anticipate guest needs, resolve requests confidently, and create a welcoming atmosphere that transforms stays into unforgettable experiences.

Key Duties

• Warmly greet and personally welcome every guest with enthusiasm.
• Develop strong relationships by recognizing guests and noting their preferences.
• Efficiently manage check-in and check-out processes, accurately capturing guest details and updating profiles.
• Escort guests, especially VIPs, to their rooms, ensuring a smooth and informative arrival experience.
• Handle payments, deposits, key issuance, and provide explanations about room features and hotel amenities.
• Ensure compliance with Saudi regulations by scanning passports, IDs, and reporting to the CID correctly.
• Identify returning and VIP guests to personalize service proactively.
• Offer accurate information about hotel facilities, dining options, and local events.
• Address guest requests promptly and resolve complaints effectively, ensuring documentation and follow-up in systems.
• Manage special requests before, during, and post-stay, ensuring guests feel genuinely cared for.
• Coordinate seamlessly with other departments including Housekeeping, Concierge, Engineering, Food & Beverage, and Reservations.
• Provide comprehensive shift handovers to maintain continuous service quality.
• Attend daily briefings to stay informed about occupancy, arrivals, departures, events, and updates.
• Operate the Property Management System efficiently for all front office operations.
• Professionally manage the Reception email inbox with timely responses.
• Regularly audit registration cards and guest data to meet Data Quality Standards.
• Maintain float accuracy, process currency exchanges, paid outs, and adhere to cash handling procedures.
• Complete cashier audits accurately at shift end, ensuring reconciling balances and paperwork.
• Identify opportunities to upsell rooms, suites, dining, and spa services to support revenue goals.
• Enroll guests in loyalty programs such as ALL ACCOR, striving to meet conversion targets.
• Protect guest privacy and maintain confidentiality of all guest information.
• Adhere to hotel credit policies and standard operating procedures related to cashiering and guest services.
• Follow all Health, Safety, and Hygiene guidelines, including fire and emergency procedures.

Candidate Profile

• Must be a Saudi National.
• Professional, polished, and confident in front-facing guest environments.
• Energetic, flexible, and able to excel in a fast-paced setting.
• Excellent verbal and written communication skills in both English and Arabic.
• Capable of working effectively as part of a team.
• Ability to focus on guest needs, maintaining calm and courteous demeanor at all times.
• Skilled at fostering positive relations with guests.
• Demonstrates sound judgment while handling challenging guest situations.
• Comfortable working within a diverse, multicultural environment.

Additional Details

The team at Mövenpick Hotels offers a dynamic and friendly work atmosphere that reflects our commitment to quality service and community. Applicants must meet any specific local or legislative requirements, including work permits and regional compliance.