Front Office Agent

Job Summary

Responsible for delivering a warm, efficient, and professional check-in, check-out, and guest service experience at all times, acting as a key point of contact between guests and the hotel. Provides accurate information, handles guest requests and concerns promptly, and supports the Front Office team in achieving departmental targets and objectives, with a focus on maximizing guest satisfaction while safeguarding all assets of The Chedi Hegra.

Special Notes

The Front Office Agent is required to perform all duties in a courteous, safe, and efficient manner, in accordance with The Chedi Hegra policies and procedures, ensuring the highest level of service is consistently maintained.

D. Key Areas of Responsibility

Maintain excellent personal grooming to ensure a consistently professional appearance.

Be punctual, efficient, and courteous with guests and team members at all times.

Adhere strictly to The Chedi Hegra procedures for security, fire, safety, health, and hygiene.

Foster a strong team-oriented working environment.

Maintain up-to-date knowledge of The Chedi Hegra products, facilities, and surrounding areas.

Continuously develop professional skills to enhance performance and service quality.

Welcome guests warmly upon arrival and conduct an efficient, accurate check-in process in line with hotel standards.

Conduct smooth and accurate check-out procedures, including billing verification and settlement of accounts.

Handle guest reservations, walk-ins, and room assignments in coordination with the Reservations and Housekeeping teams.

Operate the Property Management System (PMS) accurately, ensuring guest profiles and preferences are correctly recorded and updated.

Respond promptly and professionally to guest inquiries, requests, and complaints, escalating to the Front Office Supervisor/Manager when required.

Handle cash, credit card, and other payment transactions accurately, in line with financial and audit procedures.

Coordinate with Housekeeping, Concierge, and other departments to ensure guest requests and room readiness are actioned promptly.

Promote hotel facilities, outlets, and promotions to guests, identifying opportunities to upsell rooms and services.

Maintain accurate guest records, correspondence, and documentation in line with hotel policies and data protection requirements.

Report any security, safety, or maintenance concerns immediately to the relevant department and Front Office Supervisor/Manager.

Attend meetings and briefings as required and effectively communicate relevant information to the team.

Keep the Front Office Supervisor/Manager informed of operational challenges and recommend corrective actions.

Respond positively to operational and organizational changes.

Build and maintain strong working relationships with other departments.

Promote motivation, morale, and discipline, ensuring compliance with hotel policies and local legislation.

Fully understand and comply with emergency, security, and safety procedures relevant to the Front Office.

Adhere to The Chedi Hegra service standards relating to guest interactions, telephone etiquette, and correspondence.

Ensure the Front Desk and surrounding areas are kept clean, organized, and presentable at all times.

Ensure front office equipment is properly maintained and any faults reported promptly.

Assist the Front Office Supervisor/Manager in preparing reports, occupancy forecasts, and VIP arrival lists as required.

Identify potential issues early and request assistance to prevent operational disruptions.

Support the maintenance of a safe, clean, and organized working environment.

Team Member Relations & Participation

Coordinate and support team activities including training sessions, team events, sports days, social, and CSR initiatives.

Maintain positive relationships with team members and all departments.

Respect and comply with the rules and regulations of the Kingdom of Saudi Arabia.