Front Desk Agent

About the Role

The Front Desk Agent position is part of the Rooms Division, Front Office & Guest Services at Kempinski Hotels located in Doha, Qatar. This role is focused on greeting guests by professionally managing both check-ins and check-outs according to the hotel's standards set by Kempinski and Forbes. The agent plays a key role in shaping the guests' first and last impressions of the hotel, thus maintaining a positive and courteous hotel image consistently.

Core Responsibilities

• Welcome arriving guests and facilitate their check-in process in a friendly and attentive manner adhering to Kempinski, Leading Quality Assurance (LQA), and Forbes standards.
• Maintain high service quality ensuring LQA scores exceed 85%.
• Register guests, assign rooms, and accommodate special requests when possible, including assisting with registration card completion.
• Utilize suggestive selling techniques to promote rooms and other hotel services.
• Verify payment methods and follow necessary credit checks or direct cash transactions to appropriate cashiers.
• Manage guest check-out procedures meticulously, handling last-minute charges, receiving payments, settling accounts, and issuing invoices.
• Manage front office cashier transactions including posting guest charges and foreign currency exchange, ensuring cash float balances at shift end.
• Respond promptly and courteously to guest inquiries and requests via telephone or in-person, providing information or escalating issues to relevant departments as needed.
• Coordinate with housekeeping regarding room status changes such as late check-outs, early check-ins, and special requests.
• Stay well-informed about hotel products, services, daily operations, and scheduled events.
• Maintain proficiency in room reservation procedures and ensure work area cleanliness and organization.
• Undertake additional duties as required to meet hotel business needs.