Front Office Agent

We invite you to join the world of luxury hospitality at Raffles The Palm as we are currently looking for a Front Office Agent.

Reporting to the Front Office Supervisor, the Front Office Agent is responsible for managing all activities relevant to the Front Desk, including reception, check-in and check-out, cashiering, foreign exchange, and assisting guests with their inquiries.

At Raffles, the Front Office Agent is more than the first and last point of contact for our guests. This role is about creating a seamless, warm, and personalized arrival and departure experience while ensuring every guest feels welcomed, valued, and well cared for throughout their stay.

Key Roles & Responsibilities

• Register and room all guest arrivals according to established procedures
• Perform check-in, check-out, and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests' personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guests' requests of using the service of safety box at all times
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• Attend to guest's complaints, inquiries, and requests, refer problems to supervisor/Assistant Manager if unable to assist
• Is familiar with other Raffles properties so that guests indicating any next destination on the registration card can be 'sold' an onward booking to another Raffles property
• Ensure that the guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report, and prepare all necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure front desk work area is kept clean and in an orderly state at all times
• Is fully aware of the Credit policy
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

Qualifications

• Post Secondary Education or relevant qualifications in Hotel Management
• Minimum 2 years Guest Relations experience preferably in a four or five-star hotel

Personal Attributes

• Strong written and verbal communication skills in English
• Able to develop rapport with and gain support from Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all guests and patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

Additional Information Employee Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience.