Front Office Agent

Roles and responsibilities

We are seeking a diligent and experienced Front Office Agent to join our team at The Ned Doha. As a Front Office Agent at The Ned Doha, you will be the welcoming face of our hotel, responsible for ensuring our guests have a memorable stay. You will manage check-ins and check-outs, address guest inquiries, and provide exceptional service throughout their visit.

Key Responsibilities:

Greet and welcome guests upon arrival and departure with a warm and friendly demeanor.
Handle check-ins and check-outs efficiently, following all procedures and protocols.
Address and resolve guest inquiries, requests, and complaints promptly and professionally.
Maintain up-to-date knowledge of hotel services, amenities, and local attractions to assist guests.
Coordinate with other departments to ensure guest satisfaction and seamless operations.
Process guest payments, manage cash handling, and maintain accurate records.
Ensure the front desk area is clean, organized, and well-stocked with necessary supplies.
Uphold The Ned Doha’s standards of excellence and hospitality at all times.
1. Guest Check-in and Check-out
Check-in: Greet guests upon arrival, verify reservation details, and process check-ins efficiently and accurately. This may involve collecting identification, assigning rooms, and providing keys or access cards.
Check-out: Assist guests at check-out by processing payment, reviewing charges, and asking about their stay. Ensure that all charges are correct and that the guest leaves with any required receipts.
Managing Reservations: Handle new and existing reservations via phone, email, or the hotel’s booking system, ensuring accurate entries and availability.
2. Customer Service
Answering Inquiries: Respond to guest inquiries about hotel facilities, services, local attractions, and other general information.
Handling Requests: Address guest requests and complaints promptly and professionally. This could include arranging for extra amenities, booking transportation, or resolving any issues during their stay.
Providing Information: Offer suggestions and recommendations for dining, sightseeing, transportation, and entertainment options in the area.
3. Room Assignments and Upgrades
Assigning Rooms: Assign rooms to guests based on availability, preferences, and any special requests. Ensure the rooms are ready for check-in.
Upgrades: Offer room upgrades or additional services to enhance guest satisfaction, following hotel policies and availability.
4. Telephone and Email Communication
Phone Handling: Answer incoming calls, assist callers with reservations, guest requests, or inquiries, and transfer calls to the appropriate department if necessary.
Email Management: Respond to guest inquiries or reservations made via email in a timely and professional manner.

Desired candidate profile

Previous experience in a similar role within the hospitality industry is preferred.
Excellent communication and interpersonal skills.
Proficiency in hotel management software and front office systems.
Strong organizational skills and attention to detail.
Ability to handle stressful situations calmly and effectively.
Flexibility to work shifts, including evenings, weekends, and holidays.
Fluency in English; knowledge of additional languages is an asset.
A positive attitude and a commitment to providing outstanding guest service.

Customer Service Skills: Strong interpersonal and communication skills to handle guest interactions and resolve issues efficiently.
Organizational Skills: Ability to multitask, manage reservations, and coordinate with other departments effectively.
Attention to Detail: Ensure that all information, such as billing, room assignments, and guest requests, is accurately recorded and processed.
Problem-Solving: Handle complaints or difficult situations in a calm and professional manner.
Computer Skills: Proficiency in hotel management software (PMS systems), email, and basic office software for handling reservations and billing.
Time Management: Prioritize tasks and manage multiple guest requests simultaneously, ensuring that all are addressed in a timely manner.
Foreign Language Proficiency (optional): Knowledge of additional languages can be beneficial in international hotel settings.