Front Office Agent

SCOPE Reporting to the Front Office Manager, the incumbent in this position is responsible for the efficient, accurate and courteous checking-in and checking-out of hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel. RESPONSIBILITIES Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards. Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float. Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints. Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. REQUIREMENTS Minimum O levels or WSQ Front Office Certification or Diploma in Hospitality Management Prior experience in the same capacity or any other hospitality related capacity advantageous Knowledge in Microsoft Office (Word, Excel and PowerPoint) Operational knowledge of front desk operations, Opera and Micros is a plus Strong customer service and communication skills Able to multi-task Good command in spoken and written English is essential and any additional languages is an added advantage Well-groomed and professional disposition Willingness to work on rotating shifts, weekends and public holiday