Front Desk Agent / Front Desk Agentess

Job Responsibilities

As a member of our dedicated team, you will play a pivotal role in ensuring a seamless and enjoyable experience for our guests. Your responsibilities will include:

• Welcome and assist guests upon arrival, during their stay, and at departure.
• Build positive relationships with guests and anticipate their needs.
• Provide personalized attention to Kristall Club members, VIP guests, returning guests, and those celebrating special occasions.
• Conduct courtesy calls and follow-ups to ensure guest satisfaction throughout their stay.
• Act as the primary contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including food and beverage outlets, spa treatments, and concierge experiences.
• Coordinate guest preferences and special requests with relevant departments.
• Handle guest complaints promptly, professionally, and effectively while ensuring appropriate follow-up.
• Facilitate service recovery actions based on guest feedback.
• Maintain accurate guest profiles and preference records.
• Engage with guests regularly in the lobby to identify their needs proactively.
• Respond to guest feedback on online review platforms and internal satisfaction channels.
• Participate in weekly operational meetings to stay updated on upcoming arrivals, VIP guests, special requests, and key guest information.
• Ensure compliance with LQA standards at all times.
• Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner.
• Transfer calls accurately to the appropriate department or team member.
• Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
• Take and relay messages accurately and efficiently.
• Coordinate communication between guests and hotel departments to ensure seamless service delivery.
• Provide information regarding hotel facilities, services, events, transportation, and local attractions.
• Monitor and dispatch guest requests through the hotel's communication and task management systems.
• Promote hotel services and facilities whenever appropriate to enhance the guest experience.
• Conduct pre-arrival calls to upcoming guests to confirm arrival details, transportation arrangements, special requests, and preferences.
• Conduct pre-departure calls to in-house guests to verify departure arrangements, transportation needs, and overall satisfaction with their stay.
• Review and follow up on the daily Due Out list, ensuring departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.

To join our team, apply online using the form below. Please note that only applications matching the job profile will be considered.