Front Office Agent

Job Overview

This role is based within the Rooms Division, Front Office & Guest Services department at Kempinski Hotels in Al Khobar, Saudi Arabia. The Front Office Agent is chiefly responsible for greeting guests during check-in and check-out in a courteous and professional manner, adhering strictly to Kempinski protocols and the Leading Quality Assurance (LQA) standards. This position plays a vital part in shaping the guests' first and last impressions of the hotel.

Core Responsibilities

• Welcoming guests upon arrival and facilitating their check-in and check-out processes while ensuring a friendly and attentive experience that complies with Kempinski and LQA standards.
• Maintaining LQA compliance with the requirement of exceeding an 85% satisfaction rating.
• Registering guests upon arrival, allocating rooms, and accommodating special requests when feasible; assisting with registration cards and employing suggestive selling techniques to promote rooms and hotel services.
• Verifying guest payment methods, conducting credit checks, or referring cash payments appropriately.
• Handling guest departures by processing check-outs, verifying final charges, receiving payments, settling accounts, and providing invoices.
• Managing all cashier transactions at the front desk, including posting charges and currency exchange, and ensuring cash float balance at shift end.
• Responding professionally to guest inquiries and requests via telephone or in person, including message handling, safe deposit box issuance, and complaint resolution, or directing them to the appropriate personnel.
• Coordinating with housekeeping to update room statuses, informing about late check-outs, early check-ins, and special requests.
• Keeping up-to-date on hotel products, services, daily activities, and meetings.
• Possessing operational knowledge of the room reservation system.
• Ensuring work areas are tidy and presentable at all times.
• Performing any additional duties deemed necessary based on hotel business needs.