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