Front Office Agent – Luxury Hotel

About the role

The Front Office Agent is the first point of contact for guests at a luxury hotel, responsible for delivering exceptional hospitality and ensuring a memorable stay. You will interact with regular and VIP guests, coordinate with hotel departments, and uphold the Waldorf Service promise.

Key responsibilities

• Meet, greet and direct guests entering the lobby.
• Serve as the main point of contact for regular and VIP guests, briefing relevant departments on their needs.
• Collect verbal feedback, respond to guest queries promptly, and resolve complaints efficiently.
• Promote hotel facilities, upsell services, and encourage Hilton Honors membership.
• Handle telephone and operator duties, maintain accurate records, and complete shift handovers.
• Support other departments (Security, Housekeeping, Engineering, Food & Beverage, etc.) when required.
• Report and follow up on lobby maintenance issues to the Front Office Manager.

Required profile

• Excellent interpersonal skills with the ability to remain calm and diplomatic in stressful situations.
• Strong mathematical comprehension for handling transactions and operational data.
• Proficiency in using moderately complex computer systems for data entry and reservations.
• Fluent written and spoken English for effective communication with guests and team members.
• Ability to work under pressure during busy periods while maintaining high service standards.