Front Desk Agent

Description

The Front Desk Agent is responsible for delivering exceptional guest service by ensuring a smooth arrival, stay, and departure experience. This role serves as the primary point of contact for guests, handling reservations, check-in and check-out procedures, guest inquiries, payments, and coordination with other departments while maintaining the highest standards of hospitality and professionalism.

Responbilities

Guest Reception & Check-in

• Welcome guests with a warm, friendly, and professional attitude.
• Verify reservations, guest identification, and payment details.
• Register guests accurately in the Property Management System (PMS).
• Explain hotel facilities, services, operating hours, and hotel policies.
• Issue room keys and provide check-in information.

Guest Service

• Respond promptly to guest inquiries and requests.
• Provide information about hotel facilities and local attractions.
• Deliver personalized service to enhance the guest experience.
• Recognize and accommodate VIPs, repeat guests, and guests with special requests.

Check-out & Billing

• Process guest departures efficiently.
• Prepare and explain guest bills.
• Receive and process payments through approved payment methods.
• Resolve billing discrepancies professionally.

Reservations

• Handle room reservations via telephone, email, walk-in, and online channels.
• Modify, confirm, or cancel reservations according to hotel policies.
• Ensure reservation details are accurate and complete.

Telephone Operations

• Answer incoming calls courteously and efficiently.
• Transfer calls to the appropriate departments.
• Take and relay messages accurately.
• Handle wake-up call requests.

Cashiering

• Maintain accurate cash float during each shift.
• Process cash, credit card, QRIS, and other payment transactions.
• Balance cashier reports and complete end-of-shift reconciliation.

Guest Complaint Handling

• Listen carefully to guest concerns.
• Resolve complaints within the scope of authority.
• Escalate unresolved issues to the supervisor when necessary.
• Follow up to ensure guest satisfaction.

Upselling & Revenue Generation

• Promote room upgrades.
• Offer hotel facilities such as spa, restaurant, airport transfer, and special packages.
• Inform guests about current promotions and special offers.
• Maximize room revenue through effective upselling techniques.

Coordination

• Coordinate closely with Housekeeping regarding room status.
• Communicate guest requests with Engineering, Food & Beverage, Security, and other departments.
• Ensure timely follow-up on guest requests.

Administrative Duties

• Maintain accurate guest records.
• Update room status in the PMS.
• Prepare daily shift reports.
• File registration cards and related documents.
• Ensure confidentiality of guest information.

Safety & Security

• Follow hotel safety and emergency procedures.
• Verify guest identity before issuing duplicate room keys.
• Report suspicious activities or security concerns.
• Protect guest privacy and confidential information.

Responbilities

• At least 1 year experience in related field is preferred.
• Excellent communication skills in Bahasa Indonesia and English.
• Familiarity with hotel Emerald PMS is preferred.
• Strong interpersonal and problem-solving skills.
• Professional grooming and positive attitude.
• Willingness to work shifts, weekends, and public holidays.