Front Office Agent

About Sofitel and Accor Group

Join the leading global hospitality group where individuality is celebrated and opportunities for growth and learning abound. Working with Accor means you can shape your career and contribute to pioneering hospitality experiences worldwide.

Position Overview

The Front Office Agent is responsible for welcoming and registering guest arrivals, managing check-in, check-out, and room changes according to set protocols, while ensuring accurate input into the hotel management system. This role also involves handling financial transactions, guest inquiries, and upholding exemplary service standards.

Primary Responsibilities

• Process guest arrivals and departures, performing check-in, check-out, and room change procedures with precision.
• Maintain and manage the cashier’s float, ensuring all received payments are correctly documented in daily reports.
• Handle guest cash transactions and currency exchange services.
• Stay current with updates to accounting policies and procedures related to hotel operations.
• Assist guests with safe deposit box use and addressing inquiries or complaints, escalating to supervisors as needed.
• Manage promotions and loyalty program procedures including Seasonal Packages, Frequent Flyers, and Group Loyalty programs.
• Conduct balance audits and prepare detailed audit reports for managerial review.
• When assigned night shifts, produce night and morning reports and ready pertinent forms for guest arrivals.
• Maintain a thorough understanding of reservation protocols and ensure the front desk area is orderly and welcoming.
• Adhere strictly to credit policies, internal policies, and standard operating procedures.
• Take on special projects and other related tasks as assigned.

Qualifications and Requirements

• Minimum of a high school diploma or equivalent; a degree in Hospitality Management is advantageous.
• Previous experience in hotel front office or customer service roles is preferred.
• Excellent communication and interpersonal skills for effective guest interaction.
• Familiarity with Microsoft Office and hotel property management systems like Opera is beneficial.
• Strong organizational capabilities and problem-solving skills.
• Willingness to work flexible shifts including weekends and public holidays.
• Professional demeanor with a positive and courteous attitude.
• Fluency in English is essential; proficiency in additional languages is a plus.

Additional Details

• Prior experience specifically with Opera or similar PMS is considered an asset.
• Demonstrated strong interpersonal and problem-solving abilities are important for success in this role.