Front Office Agent

SCOPE
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.

OVERALL OBJECTIVES
The job of Front Office Agent is executed satisfactorily when:
 Up-selling is focused on and executed in order to increase room revenues.
 Shift closing is done properly.
 Financial Policies and Procedures are supported and followed.
 LQA (Leading Quality Assurance) audit results are 85% and above.
 CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.

MAIN 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.

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION: Hotel Apprenticeship
Higher College Education

EXPERIENCE: To fill the position, one of the following is required:
 Minimum of one year experience in a customer service
position

LANGUAGE: Ability to work and communicate in a multinational

environment:
 Local language – excellent oral and written skills (as
applicable)
 English – good oral and written skills
 Additional language - beneficial

COMPETENCIES: Include the skills the candidate must have to fill this

position:
 Operational knowledge of front desk operations
 Luxury Hotel Experiences
 Communication skills
 Brief knowledge of hotel operations & Computer
systems

TECHNICAL
COMPETENCIES: Computer literacy adapted to the field of training:
 Knowledge in Microsoft Office (Word, Excel and
PowerPoint)
 Knowledge of Opera
 Basic knowledge of Micros is a plus
INDIVIDUAL
CHARACTERISTICS: To fill this position the candidate must identify with the
Kempinski core values, in addition they should be
especially:
 People Oriented
 Passionate for European luxury
 Entrepreneurial
 Straightforward
 Enthusiastic
 Communicative
 Attentive
 Eager to learn

OTHER SKILLS: Depending on region and property.