Front Office Agent

Role Overview

The Front Office Agent is essential in providing a smooth, personalised, and unforgettable guest experience from the moment guests arrive until their departure. This role acts as the initial point of contact, ensuring seamless check-in and check-out, addressing inquiries and requests professionally, and conveying accurate information about the hotel and local attractions. The position demands creating a warm, inviting atmosphere that embodies the NoMad brand while working closely with leadership to maintain operational excellence and guest satisfaction.

Key Responsibilities

• Greet all guests warmly and professionally to establish a positive first impression.
• Carry out efficient and accurate check-in and check-out operations.
• Verify reservation information, room pricing, payment methods, and guest preferences.
• Assign rooms based on guest requirements and preferences.
• Respond promptly and courteously to guest inquiries, requests, and complaints.
• Maintain a visible and supportive presence at the front desk to assist guests and support daily operations.
• Perform any other duties assigned by the Front Desk Manager or Director of Rooms as necessary.
• Create a personalized guest journey recognizing VIPs and repeat customers, ensuring their service needs are met.
• Handle guest feedback and service recovery with empathy and professionalism, following up to confirm resolution.
• Keep guest profiles updated to tailor service delivery.
• Provide guests with accurate details about hotel amenities, services, and nearby attractions.
• Accurately process guest registration and manage accounts, billing, and payment transactions including cash, credit cards, and foreign currency exchanges as per hotel policy.
• Manage communications including phone calls, emails, and messages for guests.
• Coordinate handling of luggage, mail, packages, and special deliveries.
• Complete all daily front desk procedures and checklists.
• Communicate effectively with other departments such as Housekeeping, Food & Beverage, Engineering, and IT to deliver coordinated service.
• Attend daily briefings, shift handovers, and departmental meetings to stay informed.
• Use the property management system accurately for record keeping and escalate issues to appropriate management when necessary.
• Support revenue goals by promoting room upgrades, loyalty programs, and hotel offerings while maintaining pricing integrity.
• Comply with all hotel policies, financial controls, confidentiality standards, and safety protocols.
• Work collaboratively with teammates, participate in training, contribute improvement ideas, and maintain a positive workplace attitude and flexibility.

Qualifications

• Diploma or Degree in Hospitality Management or a related discipline is preferred.
• Between 1 to 3 years experience in front office or similar guest-facing roles, ideally within hospitality.
• Excellent communication and interpersonal skills.
• Familiarity with property management software such as Fidelio or equivalent systems is beneficial.
• Ability to thrive in a dynamic, fast-paced work environment.
• Strong organization, problem-solving capabilities, and attention to detail.
• Fluency in English required; additional language skills are a plus.

About the Employer

Hilton is a global leader in hospitality dedicated to delivering exceptional guest experiences and fostering a supportive workplace culture. Having served over 3 billion guests worldwide, Hilton emphasizes its founding mission to spread hospitality's warmth and light. Recognized repeatedly as a Great Place to Work, Hilton's diverse portfolio of global brands and its commitment to quality travel experiences create a rewarding environment for career growth and professional development. Join Hilton to start or advance your career in a company that values both its guests and team members.