Front Office Agent

Chedi Hospitality; Medina; On-site; SAR 67,000 - 134,000; Full time

Job summary

The Chedi Hegra in Medina, Saudi Arabia, is seeking a Front Office Agent to deliver a warm, efficient, and professional check-in and check-out experience while serving as a primary point of contact for guests. You will handle guest requests and ensure swift resolution in support of the Front Office team’s targets and guest satisfaction.

Responsibilities include maintaining professional appearance, accurate PMS operation, coordination with Reservations and Housekeeping, and promoting hotel

Responsibilities

• Maintain excellent personal grooming to ensure a consistently professional appearance.
• Be punctual, efficient and courteous with guests and team members at all times.
• Adhere strictly to The Chedi Hegra procedures for security, fire safety, health and hygiene.
• Foster a strong team‑oriented working environment.
• Maintain up-to-date knowledge of The Chedi Hegra products, facilities and surrounding areas.
• Continuously develop professional skills to enhance performance and service quality.
• Welcome guests warmly upon arrival and conduct an efficient, accurate check‑in process in line with hotel standards.
• Conduct smooth and accurate check‑out procedures including billing verification and settlement of accounts.
• Handle guest reservations, walk-ins and room assignments in coordination with Reservations and Housekeeping teams.
• Respond promptly and professionally to guest inquiries, requests and complaints escalating when required.
• Coordinate with Housekeeping, Concierge and other departments to ensure guest requests and room readiness are actioned promptly.
• Promote hotel facilities, outlets and promotions to guests, identifying opportunities to upsell rooms and services.
• Maintain accurate guest records, correspondence and documentation in line with hotel policies and data protection requirements.
• Report any security, safety or maintenance concerns immediately to the relevant department and Front Office Supervisor/Manager.
• Attend meetings and briefings as required and effectively communicate relevant information to the team.
• Build and maintain strong working relationships with other departments.
• Fully understand and comply with emergency, security and safety procedures relevant to the Front Office.
• Adhere to The Chedi Hegra service standards relating to guest interactions, telephone etiquette and correspondence.
• Ensure the Front Desk and surrounding areas are kept clean, organized and presentable at all times.
• Assist the Front Office Supervisor/Manager in preparing reports, occupancy forecasts and VIP arrival lists as required.
• Identify potential issues early and request assistance to prevent operational disruptions.
• Support the maintenance of a safe, clean and organized working environment.
• Coordinate and support team activities including training sessions, team events, sports days and CSR initiatives.
• Maintain positive relationships with team members and all departments.
• Respect and comply with the rules and regulations of the Kingdom of Saudi Arabia.

Tools

Property Management System (PMS)

Job description

Responsible for delivering a warm efficient and professional check-in check-out and guest service experience at all times acting as a key point of contact between guests and the hotel Provides accurate information handles guest requests and concerns promptly and supports the Front Office team in achieving departmental targets and objectives with a focus on maximizing guest satisfaction while safeguarding all assets of The Chedi Hegra

Special Notes The Front Office Agent is required to perform all duties in a courteous safe and efficient manner in accordance with The Chedi Hegra policies and procedures ensuring the highest level of service is consistently maintained D

Key Areas of Responsibility

• Maintain excellent personal grooming to ensure a consistently professional appearance
• Be punctual efficient and courteous with guests and team members at all times
• Adhere strictly to The Chedi Hegra procedures for security fire safety health and hygiene
• Foster a strong team-oriented working environment
• Maintain up-to-date knowledge of The Chedi Hegra products facilities and surrounding areas
• Continuously develop professional skills to enhance performance and service quality
• Welcome guests warmly upon arrival and conduct an efficient accurate check-in process in line with hotel standards
• Conduct smooth and accurate check-out procedures including billing verification and settlement of accounts
• Handle guest reservations walk-ins and room assignments in coordination with the Reservations and Housekeeping teams
• Operate the Property Management System PMS accurately ensuring guest profiles and preferences are correctly recorded and updated
• Respond promptly and professionally to guest inquiries requests and complaints escalating to the Front Office Supervisor Manager when required
• Handle cash credit card and other payment transactions accurately in line with financial and audit procedures
• Coordinate with Housekeeping Concierge and other departments to ensure guest requests and room readiness are actioned promptly
• Promote hotel facilities outlets and promotions to guests identifying opportunities to upsell rooms and services
• Maintain accurate guest records correspondence and documentation in line with hotel policies and data protection requirements
• Report any security safety or maintenance concerns immediately to the relevant department and Front Office Supervisor Manager
• Attend meetings and briefings as required and effectively communicate relevant information to the team
• Keep the Front Office Supervisor Manager informed of operational challenges and recommend corrective actions
• Respond positively to operational and organizational changes
• Build and maintain strong working relationships with other departments
• Promote motivation morale and discipline ensuring compliance with hotel policies and local legislation
• Fully understand and comply with emergency security and safety procedures relevant to the Front Office
• Adhere to The Chedi Hegra service standards relating to guest interactions telephone etiquette and correspondence
• Ensure the Front Desk and surrounding areas are kept clean organized and presentable at all times
• Ensure front office equipment is properly maintained and any faults reported promptly
• Assist the Front Office Supervisor Manager in preparing reports occupancy forecasts and VIP arrival lists as required
• Identify potential issues early and request assistance to prevent operational disruptions
• Support the maintenance of a safe clean and organized working environment

Team Member Relations amp Participation

• Coordinate and support team activities including training sessions team events sports days social and CSR initiatives
• Maintain positive relationships with team members and all departments
• Respect and comply with the rules and regulations of the Kingdom of Saudi Arabia