Front Office Agent

Kempinski Hotels SA; As Sudiyah; On-site; OMR 4,900 - 7,400; Full time

Job summary

Kempinski Hotels SA in Saudi Arabia (Al Khobar) seeks a Front Office Agent responsible for checking in and checking out guests in a friendly, professional manner, adhering to Kempinski procedures and Leading Quality Assurance standards to ensure a warm guest first and last impression.

You will handle guest inquiries, coordinate with housekeeping for late check-outs and room readiness, process payments, and maintain accuracy in guest accounts, while upholding the hotel’s service standards and

Qualifications

• The role requires delivering friendly check-in/check-out experiences per Kempinski procedures.
• Ability to handle guest requests, payments, and inquiries with professionalism.

Responsibilities

• Check in arriving guests and check out departing guests per standards.
• Keep LQA results above 85%.
• Register guests, assign rooms, accommodate requests, and assist with registration cards.
• Handle payments and settle guest accounts; issue invoices.
• Balance cash float and cash transactions at end of shift.
• Answer guest questions politely by phone or in person.
• Coordinate room status with housekeeping for late check-outs and early check-ins.
• Maintain knowledge of hotel products, services, and daily activities.
• Understand room reservation procedures.
• Keep work area neat and organized.
• Perform additional duties as required.

Job description

Front Office Agent

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Saudi Arabia - Al Khobar

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 guest 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 guest 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 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 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 takes 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 a 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 daily and meeting activities.
• Possess a working knowledge of the room reservation procedures.
• Maintain the neatness of his/her working area.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.