Front Desk Agent

Novotel & ibis Balikpapan; Medina; On-site; SAR 100,000 - 145,000; Full time

Job summary

Raffles Medina is seeking an experienced Front Office/Guest Services professional to deliver the brand's renowned luxury experience. You will warmly welcome guests, manage efficient check-ins and check-outs, and tailor services to guest preferences.

You will collaborate with Housekeeping, Concierge and other departments to ensure flawless room readiness, accurate billing, and memorable stays while upholding grooming, etiquette and brand standards.

Qualifications

• 1–2 years of experience in Front Office or Guest Services at luxury or five-star hotels.
• Degree or diploma in Hospitality Management or related field preferred.
• Experience with Opera PMS or equivalent hotel systems.

Responsibilities

• Greet guests warmly and personalize welcome, addressing them by name when possible.
• Perform check-in/out efficiently with accuracy and discretion.
• Anticipate guest needs and offer upgrades or tailored services per Raffles standards.
• Coordinate with Housekeeping, Concierge and other departments to ensure room readiness.
• Maintain guest profiles and record preferences for personalized future stays.
• Uphold grooming, etiquette, and brand representation in every interaction.
• Ensure safety, confidentiality and compliance with hotel policies.

Skills

Excellent communication

Interpersonal skills

Attention to detail

Multitasking under pressure

Problem-solving mindset

Microsoft Office proficiency

Fluent English

Education

Degree or diploma in Hospitality Management

Tools

Opera PMS

Job description

Key Responsibilities

Guest Arrival amp Departure Experience

• Provide a warm elegant and personalized welcome to all guests addressing them by name whenever possible
• Perform check-in and check-out procedures efficiently while ensuring accuracy confidentiality and attention to detail
• Anticipate guest needs and proactively offer assistance upgrades or tailored services in line with Raffles standards
• Ensure a seamless first and last impression that reflects the heritage and prestige of the Raffles brand

Guest Relations amp Service Excellence

• Handle guest inquiries requests and concerns with professionalism empathy and a solution-oriented approach
• Maintain comprehensive knowledge of hotel facilities services events and local attractions to provide informed guidance
• Record and communicate guest preferences special occasions and feedback to personalize future stays
• Resolve service challenges promptly escalating when necessary while ensuring guest satisfaction and loyalty

Operational Excellence

• Ensure accurate room assignment billing and payment processing in compliance with hotel policies
• Maintain up-to-date guest profiles and reservations in the property management system
• Coordinate closely with Housekeeping Concierge Butler Service Bell Desk and other departments to ensure room readiness and guest satisfaction
• Adhere to cash handling procedures and audit standards at all times

Standards Etiquette amp Brand Representation

• Uphold Raffles grooming etiquette and communication standards consistently
• Demonstrate refined body language polished verbal skills and culture sensitivity in every interaction
• Act as a brand ambassador promoting Raffles values heritage and service philosophy

Compliance amp Professional Development

• Ensure compliance with hotel safety security and confidentiality policies
• Protect guest privacy and handle sensitive information with discretion and integrity
• Participate in brand training service culture programs and continuous development initiatives

Qualifications & Experience:

• Minimum 1 2 years of experience in Front Office or Guest Services within a luxury or five-star hotel environment preferred.
• Degree or diploma in Hospitality Management or related field is an advantage.
• Experience with hotel property management systems (Opera or equivalent preferred).

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong attention to detail with high standards of accuracy.
• Ability to multitask while maintaining composure and elegance under pressure.
• Problem-solving mindset with a guest-centric approach.
• Proficiency in Microsoft Office and hotel systems.
• Fluency in English required; additional languages are highly desirable.

Personal Attributes:

• Genuine passion for luxury hospitality and guest service.
• Polished, professional appearance and demeanor.
• Warm, gracious, and confident personality.
• Flexible and willing to work shifts, including weekends and holidays.
• Trustworthy, discreet, and culturally aware.