Front Office agent

Become the Heart of the Guest Experience as a Front Office Agent

Join a dynamic team within the Accor network, a global leader in hospitality that unites over 45 distinguished brands, 5,500 hotels, 10,000 restaurants, and exclusive lifestyle destinations worldwide. At Accor, we recognize the unique value each individual brings and are committed to fostering an environment where growth and advancement are not just encouraged but expected. Your role as a Front Office Agent will be pivotal in shaping the guest experience, where every interaction—whether a warm smile, attentive gesture, or thoughtful action—contributes to creating lasting memories for our guests, colleagues, and the planet. Together, we uphold the principles of responsible hospitality, ensuring that each stay is not only exceptional but also sustainable and meaningful.

Your Role: The First and Last Impression

As the first point of contact and the final touchpoint for guests, you are the embodiment of our brand’s promise. Your role transcends traditional hospitality; you are a Heartist®, where your passion and dedication guide every decision and interaction. From the moment a guest arrives until their departure, you will curate an experience that is seamless, personalized, and unforgettable. Your ability to anticipate needs, resolve requests with confidence, and create a sense of belonging will transform each stay into a cherished memory.

Key Responsibilities

• Guest Welcome and Engagement: Warmly greet all guests with enthusiasm and a personalized approach, ensuring they feel valued and recognized from the outset.
• Relationship Building: Foster strong connections with guests by remembering their preferences, recognizing repeat visitors, and tailoring interactions to their unique needs.
• Check-In and Check-Out Excellence: Conduct efficient and accurate check-ins and check-outs, ensuring all guest information is meticulously recorded and profiles are updated in real time.
• VIP and Special Guest Care: Provide exceptional service to VIPs and special guests, escorting them to their rooms when necessary and ensuring a smooth transition into their stay.
• Payment and Administrative Duties: Process payments, handle deposits, issue keys, and explain room features and hotel amenities with clarity and professionalism.
• Regulatory Compliance: Scan passports and IDs in accordance with Saudi regulatory requirements and ensure accurate CID reporting to maintain compliance.
• Information and Assistance: Provide guests with accurate information about hotel facilities, dining outlets, local attractions, and events, enhancing their overall experience.
• Issue Resolution: Proactively manage guest requests and resolve complaints efficiently, logging feedback and ensuring follow-up actions are taken to exceed expectations.
• Collaboration and Communication: Maintain seamless communication with all departments, including Housekeeping, Concierge, Engineering, Food & Beverage, and Reservations, to fulfill guest needs promptly and effectively.
• Shift Handover and Documentation: Conduct thorough shift handovers to ensure continuity of service and maintain detailed records of guest interactions and operational updates.
• System Proficiency: Operate the Property Management System with confidence, managing all Front Office functions with precision and efficiency.
• Email and Communication Management: Handle the reception email inbox professionally and respond to inquiries in a timely manner to ensure guest satisfaction.
• Compliance and Standards: Perform regular checks on registration cards, guest buckets, and data quality to uphold the highest standards of accuracy and compliance.
• Financial Responsibility: Monitor float accuracy, process currency exchanges, manage paid outs, and adhere to strict cash handling procedures to ensure financial integrity.
• Revenue Contribution: Identify upselling opportunities for rooms, suites, dining outlets, and spa services, supporting the hotel’s revenue targets and driving business growth.
• Loyalty Program Engagement: Enroll guests into loyalty programs such as ALL ACCOR, striving to meet or exceed conversion goals to foster long-term guest relationships.
• Confidentiality and Privacy: Uphold the privacy and confidentiality of all guest information, ensuring data security and compliance with hotel policies.
• Health, Safety, and Hygiene: Adhere to all health, safety, and hygiene procedures, and remain familiar with fire and emergency protocols to ensure a secure environment for guests and staff.

Qualifications and Skills

We are seeking a polished, professional, and confident individual who thrives in guest-facing environments. The ideal candidate will possess the following attributes:

• Nationality: Saudi National.
• Language Proficiency: Fluent in both English and Arabic, with strong written and verbal communication skills.
• Personal Attributes: Energetic, adaptable, and capable of excelling in a fast-paced, dynamic environment.
• Team Collaboration: Ability to work cohesively with colleagues across all departments, fostering a positive and collaborative workplace culture.
• Guest Focus: Exceptional ability to anticipate and meet guest needs, remaining calm, courteous, and composed in all situations.
• Professional Judgment: Capacity to exercise sound judgment, prioritize tasks effectively, and maintain a high standard of service excellence.
• Technical Skills: Proficient in using Property Management Systems and other relevant software tools.

If you are passionate about creating extraordinary guest experiences and are ready to make a meaningful impact in the world of hospitality, we invite you to join our team and become a Heartist®.