Front Office Agent

Kempinski Al Othman Hotel Al Khobar Saudi Arabia 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. Key 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.

Check in arriving guests and check out departing guests in accordance with Kempinski and Leading Quality Assurance (LQA) standards. Ensure LQA results are above 85%. Register guests and assign rooms at check-in; accommodate special requests; assist guests with registration cards as needed; use suggestive selling to promote rooms and services; verify payment methods and follow credit-checking procedures or refer cash handling to cashiers. Process checkout procedures; inquire about last-minute charges; receive payment; settle accounts and provide invoices. Handle front office cashier transactions, post charges, and exchange foreign currency; balance cash float at end of shift. Answer guest questions via telephone or in person; provide information and escalate as needed. Coordinate room status updates with housekeeping (late check-outs, early check-ins, special requests). Maintain knowledge of hotel products, services, daily activities, and room reservation procedures. Keep workspace neat. Additional tasks may be added as needed by the business or hotel. Department/Category: Rooms Division, Front Office & Guest Services