Front Desk Agent

About the role

The Front Desk Agent checks guests in and out of the hotel in a friendly and caring way, following Kempinski procedures and Forbes standards. The agent plays a key part in the first and last impression guests receive of the hotel and must always show a professional and positive image.

Key responsibilities

• Check in arriving guests and check out departing guests, ensuring LQA results stay above 85%.
• Register guests on arrival, assign rooms and accommodate special requests where possible; help guests complete registration cards and use suggestive selling to promote rooms and other services.
• Verify payment methods, follow credit-checking procedures or refer cash payments to cashiers, and process check-out, last-minute charges, payment and settlement of accounts.
• Handle front office cashier transactions such as posting charges and exchanging foreign currency, and balance the cash float at the end of each shift.
• Answer guest requests by phone or in person, including issuing safe deposit boxes, handling messages and dealing with complaints, and refer matters to the right people.
• Coordinate room status updates with housekeeping for late check-outs, early check-ins and special requests.
• Stay informed about products, services, daily and meeting activities, and know the room reservation procedures.
• Keep the working area neat; additional tasks may be added depending on business needs.