Front Desk Agent

Qualifications

• High school diploma or equivalent is required.
• Additional education in hospitality or a related field is a plus.
• Excellent communication and interpersonal skills are required.
• Ability to handle stressful situations with composure is required.
• Strong organizational and multitasking abilities are required.
• Familiarity with hotel management software is required.

Administration and guest service

• Directs and coordinates hotel marketing activities and communicates them throughout the hotel.
• Maintains the Daily Log Book and reports lost-and-found items.
• Delivers exceptional guest service and provides excellent service to internal customers as appropriate.
• Handles guest and internal customer complaints and inquiries courteously and efficiently, following through to resolve issues.
• Maintains positive interactions and working relationships with guests and colleagues.
• Verifies that guests receive good service during check-in and check-out.
• Maintains accurate guest history records and ensures repeat guests are pre-registered.

Front desk operations

• Meets and greets guests and assists with registrations.
• Ensures strict control of room keys.
• Implements company minimum brand standards and optional standards where appropriate.
• Responds to Consumer Audit results and ensures relevant changes are implemented.
• Prepares welcome cards and keys for arrival FIT guests.
• Maintains accurate knowledge of hotels and tourism in Singapore.
• Works flexibly with other Front Office personnel to support hotel success and guest satisfaction.
• Verifies arrival and departure details and arranges luggage handling, transportation, and other requested services.
• Understands the sequence of duties for Royal Family visits and follows applicable protocol.

Conduct and ongoing duties

• Maintains high standards of personal presentation and grooming and represents the hotel positively.
• Adheres to hotel rules and regulations, including policies and procedures for fire, hygiene, health, and safety.
• Attends training sessions and meetings as required.
• Responds to changes in the Rooms function and carries out other reasonable assigned duties.

Team and culture