Front Office Agent

Kempinski Hotels; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Kempinski Hotels in Dubai is seeking a Front Office Agent to check-in and check-out guests in a friendly, professional manner, upholding Kempinski procedures and Leading Quality Assurance standards. You will be the guest's first and last impression, balancing efficiency with exceptional service.

Responsibilities include registering guests, handling payments and currencies, assisting with room assignments, addressing guest requests, coordinating with housekeeping, and maintaining the front desk

Qualifications

• Operational knowledge of front desk operations.
• Experience in luxury hotel environments.
• Strong communication skills and guest service orientation.
• Basic understanding of hotel operations and computer systems.
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint).
• Knowledge of Opera PMS is preferred.

Responsibilities

• Check in arriving guests and check out departing guests in line with Kempinski and LQA standards.
• Ensure LQA results are above 85%.
• Register guests, assign rooms, and accommodate special requests; assist with registration cards; use suggestive selling to promote rooms and services; verify payments and follow credit procedures.
• Process guest check-out procedures, inquire about charges, receive payments, settle accounts and provide invoices.
• Handle front office cash transactions; balance cash float at end of shift.
• Respond to guest requests and questions; advise and refer as needed; handle messages and complaints as applicable.
• Coordinate room status with housekeeping for late check-outs, early check-ins, and special requests.
• Maintain knowledge of hotel products, services, and daily activities; understand room reservation procedures.
• Keep the front desk area neat and organized.

Skills

Operational knowledge of front desk

Luxury hotel experience

Communication skills

Hotel operations knowledge

Microsoft Office

Tools

Opera

Job description

Front Office Agent

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

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 the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

Key Responsibilities

• Check in the arriving guests and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.


• Ensure that LQA results are above 85%.


• Upon check-in, register guests and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.


• Upon departure of guests, process the guest check-out procedures. Inquire for last-minute charges. Receive payment from guests. Settle the guest account and give a copy of the invoice.


• Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of the shift, balance their cash float.


• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information, and take appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with complaints.


• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins, and special requests.


• Keep themselves informed of product and service knowledge as well as the hotel's daily and meeting activities.


• Possess a working knowledge of the room reservation procedures.


• Maintain the neatness of his/her working area.

Job Requirements

• Operational knowledge of front desk operations


• Luxury Hotel Experiences


• Communication skills


• Brief knowledge of hotel operations and computer systems


• Knowledge of Microsoft Office (Word, Excel, and PowerPoint)


• Knowledge of Opera

About Kempinski

Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments, and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine, and unrivaled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility, and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.