Front Desk Agent – Hotel Guest Services

About the role

The Front Desk Agent is the first point of contact for hotel guests, responsible for delivering a friendly and caring check‑in and check‑out experience while upholding Kempinski and Forbes standards.

Key responsibilities

• Check guests in and out, register them, assign rooms and accommodate special requests.
• Verify payment methods, follow credit‑checking procedures and handle cash transactions.
• Promote room sales and other hotel services using suggestive selling techniques.
• Process guest departures, settle accounts, issue invoices and manage last‑minute charges.
• Handle front‑office cash‑float balancing, foreign currency exchange and posting of charges.
• Respond to guest inquiries by phone or in person, issue safe‑deposit boxes, manage messages and forward complaints as needed.
• Coordinate room status updates with housekeeping for early check‑ins, late check‑outs and special requests.
• Maintain knowledge of hotel products, services, daily activities and reservation procedures.

Required profile

• Friendly, caring and professional attitude with a positive image of the hotel.
• Ability to follow Kempinski, LQA and Forbes standards and achieve LQA scores above 85%.
• Strong attention to detail in cash handling and credit procedures.
• Good communication skills for guest interactions and coordination with other departments.

Required skills

• Cash handling
• Foreign currency exchange
• Reservation procedures