Front Desk Agent
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Key skills for this role
About the Role
Responsible for guest check-ins, personalized service, handling requests, and maintaining communication with departments, requiring hospitality experience and knowledge of Prope.
Key Skills for This Role
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Overview
As a Front Desk Agent at SLS Red Sea, you will be the first point of contact for our guests setting the tone for an engaging and elevated stay experience.
With a deep understanding of SLS brand values, you will handle all aspects of guest arrivals, departures, and in-house services with style, attention to detail, and confident personalization.
Your role
is pivotal in creating memorable first impressions, delivering seamless check-ins/outs, and ensuring that each guest feels recognized, understood, and at home.
& Functions
- Warmly welcome all guests with genuine enthusiasm and a personalized approach.
- Conduct efficient check-ins and check-outs, ensuring all required guest information is accurately recorded and profiles are updated.
- Escort guests to their rooms when necessary, especially VIPs, ensuring a smooth and informative transition into the hotel experience.
- Process payments, handle deposits, issue keys, and explain room and hotel features.
- Scan passports and IDs as per Saudi regulatory compliance and ensure CID reporting accuracy.
- Recognize repeat and VIP guests, anticipate their needs, and tailor the interaction accordingly.
- Provide accurate information about the hotel s facilities, outlets, and local area happenings.
- Proactively manage guest requests and resolve issues or complaints efficiently, ensuring feedback is logged and followed up in the appropriate systems.
- Handle special requests before, during, and after stays, ensuring guests feel genuinely cared for.
- Maintain effective communication with other departments (Housekeeping, Concierge, Engineering, F&B, Reservations) to fulfill guest needs swiftly.
- Maintain detailed shift handovers, ensuring seamless team transitions and continuity of guest service.
- Attend daily briefings and remain informed on occupancy, arrivals, departures, events, and internal updates.
- Operate the Property Management System (preferably Opera Cloud) confidently for all Front Office functions.
- Manage the Reception email inbox professionally and timely.
- Perform regular checks on registration cards, guest buckets, and ensure compliance with Data Quality Standards.
- Monitor float accuracy, process currency exchanges, paid-outs, and follow cash handling procedures.
- Close cashier audits at shift end, ensuring alignment of balances and documentation.
- Identify upselling opportunities across rooms, suites, F&B outlets, and spa supporting revenue targets.
- Enroll guests into loyalty programs such as Disloyalty, aiming to meet or exceed set conversion goals.
- Uphold the privacy and confidentiality of all guest information.
- Comply with the hotel s credit policy and all SOPs related to cashiering and guest services.
- Adhere to all Health, Safety & Hygiene procedures, and be familiar with fire and emergency protocols.
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