Front Office Agent – Luxury Hotel

About the role

As a Front Office Agent at Waldorf Astoria, you will be the first point of contact for guests, ensuring a warm welcome and a memorable stay. You will work in the lobby and reception area, handling guest interactions, inquiries, and complaints.

Key responsibilities

• Greet, welcome and direct guests in the lobby, acting as the main point of contact for regular and VIP guests.
• Manage check‑in and check‑out procedures, record guest information, and handle telephone and operator duties.
• Resolve guest complaints promptly and ensure a high level of customer service throughout the shift.
• Promote hotel facilities, upsell services, and encourage Hilton Honors membership.
• Collaborate with other departments such as Housekeeping, Security, and Food & Beverage to address guest needs and maintenance issues.

Required profile

• Excellent interpersonal and communication skills in English.
• Ability to remain calm under pressure and handle stressful situations during busy periods.
• Strong mathematical comprehension for handling transactions and billing.
• Patience, tact and diplomacy when dealing with guest concerns.

Required skills

• Proficiency in using moderately complex computer reservation systems.
• Ability to accurately input and retrieve guest information.