Front Office Agent

Kempinski Hotels; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel brand seeks a Front Office Associate to manage guest interactions, ensuring high-quality service and satisfaction per Kempinski and Leading Quality Assurance standards. The ideal candidate has experience in luxury hotel environments and exhibits strong communication abilities, and operational understanding of hotel front desk functions.

Qualifications

• Experience in luxury hotels required.
• Basic understanding of hotel operations and computer systems.
• Proficiency in Microsoft Office applications.

Responsibilities

• Check in and check out guests following procedures.
• Handle payment and account settlement.
• Respond to guest requests and maintain knowledge of hotel services.

Skills

Excellent communication skills

Operational knowledge of front desk functions

Tools

Opera PMS system

Microsoft Office

Job description

Department:

Rooms Division, Front Office & Guest Services

Location:

United Arab Emirates - Dubai

Description

The incumbent in this position is responsible for checking-in and checking-out hotel guests in a friendly and caring manner according to Kempinski procedures and Leading Quality Assurance (LQA) standards. They must consistently display a professional and positive image of the hotel, as they play a crucial role in the guest's first and last impression.

Key Responsibilities

• Check in arriving guests and check out departing guests following Kempinski and LQA standards.
• Ensure LQA results are above 85%.
• Register guests, assign rooms, and accommodate special requests. Assist guests with registration cards, use suggestive selling techniques, verify payment methods, and follow credit-checking procedures.
• Process guest check-out procedures, inquire about last-minute charges, receive payments, settle accounts, and provide invoices.
• Handle front office cashier transactions, post charges, exchange currency, and balance cash float at shift end.
• Respond to guest requests and questions courteously, whether by phone or in person. Handle messages, complaints, and other guest services as needed.
• Coordinate room status updates with housekeeping regarding late check-outs, early check-ins, and special requests.
• Stay informed about hotel services, daily activities, and product knowledge.
• Maintain knowledge of room reservation procedures.
• Keep the work area tidy and organized.

Job Requirements

• Operational knowledge of front desk functions.
• Experience in luxury hotels.
• Excellent communication skills.
• Basic understanding of hotel operations and computer systems.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of Opera PMS system.

About Kempinski

Kempinski Hotels, founded in Germany in 1897, reflects the finest European hospitality traditions. Today, Kempinski is synonymous with luxury, offering hotels in major cities and resorts worldwide, blending local charm with international standards of service and elegance. Known for style, efficiency, and impeccable service, Kempinski remains a premier choice for discerning travelers.