Front Office Agent

Role overview

Key responsibilities

• Register and room arriving guests; process check-ins, checkouts, and room changes and accurately enter data into the hotel system.
• Maintain the cashier float and daily money reports; cash personal and travelers checks and assist with currency exchange.
• Keep current with accounting policies and procedures; assist guests with safety deposit box services.
• Know special promotions, seasonal packages, frequent flyer programs, and hotel loyalty programs.
• Address guest complaints, inquiries, and requests; refer issues to a supervisor or assistant manager when unable to resolve them.
• Promote onward bookings at other Raffles properties when appropriate and support positive guest departures.
• Complete audit balances and reports; on night shifts, review night reports and prepare morning reports and guest-arrival forms.
• Maintain reservation-procedure knowledge, front-desk standards, credit-policy awareness, and compliance with occupational health and safety procedures.
• Perform related duties and assigned special projects.

Qualifications

• Post-secondary education or relevant qualifications in Hotel Management.
• At least two years of Guest Relations experience, preferably in a four- or five-star hotel.
• Strong written and verbal communication skills in English.
• Able to build rapport with colleagues and management and work cohesively as part of a team.
• Able to focus on guest needs, remain calm and courteous, exercise judgment with difficult guests, and promote positive guest relations.
• Understanding of and ability to work in a multicultural environment.

Raffles values

Application step

• Applicants are required to complete a profile and questionnaire with the employer’s assessment partner as part of candidacy review.

Employee benefits

• Colleague perks include discounted stays across Fairmont and Raffles properties, dining and wellness discounts, and other benefits.