Front Desk Service Agent

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Front Desk Agent are summarised below; however the list is not exhaustive.

GENERAL DUTIES

• Deliver a warm, genuine and engaging welcome to all guests, ensuring a strong first impression.
• Perform check-in and check-out processes efficiently and accurately.
• Confirm reservation details, room rates, payment methods and guest preferences.
• Allocate rooms based on guest needs and preferences.
• Handle guest enquiries, requests and complaints promptly and professionally.
• Maintain a strong presence at the front desk to support guests and operations.
• Undertake any other duties or tasks deemed reasonable by the Front Desk Manager or Director of Rooms.

GUEST EXPERIENCE & SERVICE EXCELLENCE

• Create a personalised and memorable guest journey from arrival to departure.
• Recognise VIPs and repeat guests, ensuring personalised service.
• Handle guest feedback and service recovery with professionalism and empathy.
• Follow up on guest concerns to ensure satisfaction and resolution.
• Maintain awareness of guest profiles and preferences to enhance service delivery.
• Provide accurate information on hotel facilities, services and local attractions.

FRONT OFFICE OPERATIONS

• Complete guest registration by inputting and retrieving information from the system accurately.
• Ensure all guest accounts, billing instructions and folios are accurate and up to date.
• Process payments including cash, credit cards and other accepted methods in accordance with policies.
• Manage foreign currency exchange where applicable.
• https://jobs.hilton.com/apac/en/job/HOT0CIKG/Front-Desk-Service-Agent-NoMad-Singapore