Front Office Agent

Front Office Agent at Kempinski is the face of the hotel, responsible for providing professional check-in and check-out services that uphold Kempinski Luxury standards of service to ensure a flawless guest experience. Overall ObjectiveThe job of the Front Office Agent is executed satisfactorily when:Up-selling is focused on and executed in order to increase room revenues.Shift closing is done properly.Financial Policies and Procedures are supported and followed. LQA (Leading Quality Assurance) audit results are 85% and above.CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.Main ResponsibilitiesGuest Relations & Quality StandardsExecute all check-in and check-out procedures according to Kempinski and Leading Quality Assurance (LQA) standards.Maintain an LQA audit score of at least 85%.Act as the primary point of contact for guest inquiries, complaints, and requests (e.g., safe deposit boxes, messages) with a friendly, professional demeanour.Operational ProceduresHandle room assignments, accommodate special requests, and process departures by settling invoices and inquiring about final charges.Use suggestive selling techniques to upsell room categories and promote hotel services.Communicate with Housekeeping regarding room status, such as early arrivals or late departures.Financial ManagementVerify payment methods, perform credit checks, and handle foreign currency exchange.Post charges to guest accounts and perform a cash float balance at the end of every shift.Administrative & Knowledge BaseStay updated on hotel amenities, daily meeting schedules, and reservation procedures.Ensure the front desk area remains neat and professional at all times.Additional responsibilities may be assigned in accordance with the evolving needs of the business and the hotel.Requirements Education Bachelor’s degree or Diploma in Hospitality Management, Hotel Administration, or a related field.Language Proficiency – Excellent command of English, both spoken and written, is required.Professional Experience At least 1–2 years in a front office or guest relations role, ideally from a luxury hotel background. Proven track record of maintaining high service scores, specifically following LQA (Leading Quality Assurance) or Forbes protocols.Well -versed with Property Management Systems (PMS) like Opera or Fidelio for reservations and room assignments.Experience in high-volume cash handling, processing foreign currency, and performing precise end-of-shift audits.Demonstrated ability to use suggestive selling techniques to upgrade room categories and promote hotel amenities.