Front Desk Agent

About the role

The Front Desk Agent welcomes guests, manages check‑in and check‑out processes, and ensures a positive first and last impression of the hotel in line with Kempinski, LQA and Forbes standards.

Key responsibilities

• Check in arriving guests and check out departing guests in a friendly, caring manner, adhering to Kempinski, LQA and Forbes standards.
• Ensure LQA results remain above 85%.
• Register guests, assign rooms, accommodate special requests, and assist with registration cards when needed.
• Use suggestive selling techniques to promote rooms and other hotel services.
• Verify payment methods, follow credit‑checking procedures, and refer cash handling to cashiers as required.
• Process guest check‑out, inquire about last‑minute charges, receive payment, settle accounts and provide invoice copies.
• Handle front‑office cashier transactions, post charges, exchange foreign currency per procedures, and balance cash float at shift end.
• Answer guest requests and questions by phone or in person, provide information, take appropriate actions or refer to relevant departments, including safe deposit boxes, messages and complaints.
• Coordinate room status updates with housekeeping, notifying them of late check‑outs, early check‑ins and special requests.
• Maintain up‑to‑date product and service knowledge, understand reservation procedures and keep the work area neat.