Because every arrival sets the tone for something extraordinary. As a Front Office agent, you are the first point of connection and the lasting impression—bringing the brand to life through intuitive service, genuine warmth, and attention to detail. Acting as a key liaison between guests and the resort, you ensure every interaction is seamless, personalized, and delivered with precision. From check-in to departure, you anticipate needs, resolve requests with confidence, and create a sense of belonging that transforms each stay into a memorable experience.
Key Responsibilities:
Warmly welcome all guests with genuine enthusiasm and a personalized approach.
Conduct efficient check-ins and check-outs, ensuring all required guest information is accurately recorded and profiles are updated.
Escort guests to their rooms, when necessary, especially VIPs, ensuring a smooth and informative transition into the hotel experience.
Process payments, handle deposits, issue keys, and explain room and hotel features.
Scan passports and IDs as per Saudi regulatory compliance and ensure CID reporting accuracy.
Recognize repeat and VIP guests, anticipate their needs, and tailor the interaction accordingly.
Provide accurate information about the hotel’s facilities, outlets, and local area happenings.
Proactively manage guest requests and resolve issues or complaints efficiently, ensuring feedback is logged and followed up in the appropriate systems.
Handle special requests before, during, and after stays, ensuring guests feel genuinely cared for.
Maintain effective communication with other departments (Housekeeping, Concierge, Engineering, F&B, Reservations) to fulfill guest needs.
Maintain detailed shift handovers, ensuring seamless team transitions and continuity of guest service.
Attend daily briefings and remain informed on occupancy, arrivals, departures, events, and internal updates.
Operate the Property Management System confidently for all Front Office functions.
Manage the Reception email inbox professionally and timely.
Perform regular checks on registration cards, guest buckets, and ensure compliance with Data Quality Standards.
Monitor float accuracy, process currency exchanges, paid outs, and follow cash handling procedures.
Close cashier audits at shift end, ensuring alignment of balances and documentation.
Identify upselling opportunities across rooms, suites, F&B outlets, and spa supporting revenue targets.
Enroll guests into loyalty programs such as ALL ACCOR, aiming to meet or exceed set conversion goals.
Uphold the privacy and confidentiality of all guest information.
Comply with the hotel’s credit policy and all SOPs related to cashiering and guest services.
Adhere to all Health, Safety & Hygiene procedures, and be familiar with fire and emergency protocols.