Front Office Agent

Kempinski Hotels; Al Khobar; On-site; SAR 60,000 - 90,000; Full time

Job summary

Kempinski Hotels in Al Khobar seeks a Front Office Guest Services professional to manage guest check-in and check-out with friendliness and care, following Kempinski procedures and LQA standards.

The role involves registering guests, assigning rooms, handling payments, and delivering high-quality service while coordinating with housekeeping to ensure smooth room status updates and guest satisfaction.

Qualifications

• Experience in checking-in and checking-out guests
• Familiarity with Kempinski procedures and LQA standards
• Ability to handle payments and credit checks professionally

Responsibilities

• Check in arriving guests and check out departing guests in a friendly manner
• Register guests and assign rooms, accommodate special requests
• Process guest payments and balances, issue invoices
• Balance cash at end of shift and handle currency exchanges
• Answer guest questions and provide information or refer to appropriate staff
• Coordinate room status with housekeeping for late checkouts/early check-ins
• Maintain knowledge of hotel services and daily activities
• Uphold neatness of the working area

Skills

Front Office

Guest Services

LQA standards

Credit-checking

Cash handling

Communication

Job description

Department: Rooms Division, Front Office & Guest Services

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.