Job Description/Specification:
Pullman Hotels & Resorts, part of the globally recognized Accor Group, is seeking a passionate and customer-focused Front Office Agent to deliver exceptional guest experiences. This role is ideal for hospitality professionals who thrive in a fast-paced environment and are committed to providing outstanding service from arrival to departure.
As the first point of contact for guests, you will play a key role in creating memorable stays through efficient front office operations, personalized service, and professional guest assistance while maintaining the highest hospitality standards.
About This Role
As a Front Office Agent, you will welcome guests, manage check-in and check-out procedures, handle reservations and payments, respond to guest requests, and ensure every visitor enjoys a seamless and memorable hotel experience.
Key Responsibilities
🏨 Guest Services
- Welcome guests with a friendly and professional approach.
- Manage efficient check-in and check-out procedures.
- Respond promptly to guest requests and inquiries.
- Deliver exceptional customer service throughout the guest journey.
🛎️ Front Office Operations
- Handle cash transactions and payment processing.
- Maintain accurate guest profiles and reservation records.
- Monitor room availability and room status.
- Follow VIP guest procedures and hotel service standards.
😊 Guest Relations
- Anticipate guest needs and provide personalized service.
- Resolve guest concerns and complaints professionally.
- Ensure high levels of guest satisfaction and loyalty.
📋 Compliance & Administration
- Ensure compliance with hotel policies and local government regulations.
- Maintain accurate front office documentation and reports.
- Support daily operational requirements of the reception team.
Minimum Requirements
Education
- High school diploma or equivalent.
- Diploma or degree in Hospitality Management is an advantage.
Experience
- Previous experience in a hotel front office or customer service role is preferred.
- Experience with international hotel brands is an advantage.
Preferred Skills
- Strong customer service and communication skills.
- Positive attitude with a guest-focused mindset.
- Ability to multitask in a fast-paced environment.
- Sales-oriented approach with upselling skills.
- Fluency in English; additional languages are an advantage.
Technical Skills
- Opera PMS (Preferred)
- Property Management Systems (PMS)
- Hotel Reservations
- Front Office Operations
- Cash Handling
- Guest Check-in & Check-out
- Microsoft Office Suite
- Customer Relationship Management
- Hotel Booking Systems
Core Competencies
- Customer Service Excellence
- Communication
- Teamwork
- Attention to Detail
- Problem Solving
- Time Management
- Adaptability
- Professionalism
- Sales Orientation
- Relationship Building
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Front Office Agent
- Receptionist
- Guest Service Agent
- Front Desk Executive
- Hotel Receptionist
- Guest Relations Officer
- Customer Service Executive
- Reservations Agent
- Hospitality Associate
- Concierge Assistant
Professionals from the Hospitality, Hotels, Resorts, Tourism, Travel, and Customer Service industries are encouraged to apply.
CV Tips
Highlight:
- Front office or hospitality experience.
- Experience using Opera PMS or similar hotel management systems.
- Guest service and complaint resolution achievements.
- Cash handling and reservation management experience.
- Language skills and customer satisfaction accomplishments.
Application Tips
- Showcase your customer service and hospitality experience.
- Highlight experience with hotel reservation or PMS systems.
- Include achievements related to guest satisfaction or service excellence.
- Mention any multilingual abilities.
- Ensure your CV is ATS-friendly with hospitality and front office keywords.
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