Front Office Agent

Kempinski Hotels; Al Khobar; On-site; SAR 70,000 - 110,000; Full time

Job summary

Kempinski Hotels in Al Khobar, Saudi Arabia seeks a Front Office/Guest Services team member to warmly check guests in and out, handling registrations, payments, and guest requests with care.

Role involves coordinating with housekeeping, promoting hotel services, and maintaining a high standard of front desk operations in a luxury hotel environment.

Responsibilities

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to Kempinski and LQA standards.
• Ensure that LQA results are above 85%.
• Register guest and assign rooms at check-in; accommodate special requests; assist guests with registration; use suggestive selling to promote rooms and other services; verify payment methods and credit procedures.
• Process guest check-out procedures; inquire about last-minute charges; receive payment; settle guest accounts and provide invoices.
• Handle front office cashiers’ transactions; post charges; exchange foreign currency; balance cash float at end of shift.
• Answer guest requests/questions politely; provide information or refer to relevant staff; may issue safe deposit box, handle messages, and deal with complaints.
• Coordinate room status updates with housekeeping; notify late check-outs, early check-ins, and special requests.
• Keep informed of hotel products, services, and daily activities; maintain knowledge for daily operations.
• Possess working knowledge of room reservation procedures.
• Maintain neatness of working area.

Job description

Department: Rooms Division, Front Office & Guest Services

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.