Front Office Agent

About the Role

The Front Office Agent is a vital team member in the Rooms Division, Front Office & Guest Services, located in Dubai, UAE. This role involves warmly welcoming guests during check-in and offering a courteous farewell during check-out, following Kempinski's established procedures and the Leading Quality Assurance (LQA) standards. The position is crucial in shaping the guests' first and last impression of the hotel, ensuring a professional and positive representation at all times.

Key Responsibilities

• Warmly welcome guests upon arrival and assist with check-in ensuring compliance with Kempinski and LQA standards.
• Maintain LQA assessment scores of 85% or higher.
• Register guests, assign rooms, manage special requests where possible, and aid guests with registration documentation as needed.
• Apply suggestive selling to promote room bookings and other hotel services.
• Verify guests’ payment methods, perform credit checks, or direct cash payments appropriately.
• Efficiently process guest departures, confirm billing details, accept payments, and provide invoices.
• Manage front office cashier transactions including guest postings and foreign currency exchanges, balancing cash floats at shift end.
• Address guest inquiries and requests in a friendly manner via phone or in person, handling information provision, message handling, safe deposit box issuance, and complaint resolutions or referrals.
• Coordinate room status updates with housekeeping, such as late check-outs, early check-ins, and special guest requests.
• Stay well-informed about hotel services, daily events, and meetings.
• Demonstrate working knowledge of room reservation procedures.
• Maintain cleanliness and organization of the work environment.

Required Qualifications and Skills

• Strong operational understanding of front desk functions.
• Experience in luxury hotel service environments.
• Effective communication skills.
• Basic familiarity with hotel operations and computer software systems.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Experience with Opera property management system.

About Kempinski Hotels

Established in 1897 in Germany, Kempinski Hotels are recognized for embodying the finest European hospitality traditions. With properties in renowned cities and resort locations worldwide, the brand offers a unique blend of timeless elegance, modern comfort, and personalized service. Kempinski is synonymous with distinguished luxury, superb dining, and outstanding facilities, catering to both leisure and business travelers who expect exceptional standards and efficiency.