Job Description of a Front Office Agent

Front office agents run the front office operations of hospitality establishments, such as
hotels, motels, casinos, cruise ships and resorts. Front office agents are the focal point
for all guest reception inquiries. They manage guest reservations, check-in guests upon
their arrival and provide excellent customer service to promote a positive first
impression of the establishment. They communicate with guests and all members of the
hotel staff and remain professional and courteous in all their dealings.

Primary Duties and Responsibilities

 Front office agents receive and direct guest traffic and respond to visitor inquiries.
They communicate available services and amenities, process payments and provide
information in a congenial manner. Front office agents coordinate resolution of reported
issues with hotel staff. In the absence of the front office manager, they may fulfill the
role of person in charge or manager on duty. Front office agents also provide on-the-job
training to newly hired staff members.

Knowledge, Skills and Abilities

 The competencies required to carry out the responsibilities of front office agent
include an up-to-date knowledge of the lodging establishment's guest programs,
promotions and reservation handling procedures. Individuals possessing a customer
service mindset and the ability to promote positive relations, manage multiple
simultaneously occurring tasks, respect guest privacy and exercise discretion, focus on
details and remain stationary for extended periods of time are well-suited for front office
agent positions.

Receptionist/Front Office Agent

Job Purpose
To be responsible for the stays of guests in the hotel. He or she maintains the guest
folder from arrival to payment on departure.

Key Responsibilities

 To welcome guests
 To ensure that guests receive high quality service
 To promote loyalty amongst a broad range of customers
  To manage a till. (a box, case, or drawer into which the money taken from
customers is put, now usually part of a cash register)

Entry Requirements
Skills

 Team working
 Sales ability
 Hospitality
 Adaptability: coping with the diversity of customers and their needs
 Availability: working nights, weekends and public holidays
 Self-control: handling complaints
 Good relationship skills
 Ability to stand for a long period of time.

Qualifications

 Experience of Fidelio (reservations systems)

 Graduate of any 4yrs course. Preferably HRM, Tourism and any hospitality
course.
 Pleasing personality. Height and weight must be proportion. Male at least 5’7 and
female at least 5’3.
 Good command of English both written and oral. Ability to speak other foreign
language is an advantage.
 Must possess basic computer skills, i.e. Word, Excel, etc
 Willing to work on weekend and holiday.

Assignment: make a resume