Front Desk Agent

Job Description/Specification:

Kempinski Doha is seeking a professional and guest-focused Front Desk Agent to join the Rooms Division, Front Office & Guest Services team. The role is responsible for delivering smooth and personalized check-in and check-out experiences while maintaining the high service standards associated with Kempinski, Forbes, and Leading Quality Assurance (LQA).

The successful candidate will be a key point of contact for hotel guests, handling front desk transactions, room assignments, guest requests, payments, and service inquiries. Strong communication, attention to detail, and a professional approach are essential to creating a positive first and last impression.

About This Role

As a Front Desk Agent, you will manage daily front office operations while ensuring every guest receives friendly, efficient, and personalized service. You will handle arrivals and departures, process payments, respond to guest requests, coordinate with Housekeeping, and promote hotel services where appropriate.

You will also support guest satisfaction and service quality by maintaining accurate records, following cash-handling procedures, staying informed about hotel activities, and ensuring compliance with Kempinski, Forbes, and LQA standards.

Key Responsibilities

Front Desk & Guest Services

• Welcome arriving guests and complete check-in procedures professionally and efficiently.
• Process guest departures, settle accounts, issue invoices, and handle last-minute charges.
• Register guests, assign rooms, and accommodate special requests whenever possible.
• Provide accurate information regarding hotel facilities, services, activities, and events.
• Respond to guest inquiries and requests in person and by telephone.
• Handle guest messages, safe deposit box requests, complaints, and other front office requirements.
• Escalate guest concerns to the appropriate department when necessary.

Reservations & Room Management

• Maintain working knowledge of hotel room reservation procedures.
• Coordinate room status with Housekeeping, including early arrivals, late check-outs, and special requests.
• Keep up to date with room availability, hotel services, promotions, and daily activities.
• Ensure guest preferences and relevant information are communicated accurately.

Cashiering & Financial Transactions

• Process front office cashier transactions accurately.
• Post charges to guest accounts and handle foreign currency exchange according to hotel procedures.
• Verify payment methods and follow established credit-checking procedures.
• Maintain and balance the assigned cash float at the end of each shift.
• Ensure all guest accounts and financial transactions are properly settled and documented.

Sales & Guest Experience

• Use suggestive selling techniques to promote room upgrades and hotel services.
• Identify opportunities to enhance the guest experience through personalized service.
• Maintain strong knowledge of hotel products, services, facilities, and promotions.
• Contribute to achieving high guest satisfaction and LQA performance above 85%.

Standards & Front Office Operations

• Follow Kempinski, Forbes, LQA, and hotel operating standards.
• Maintain a clean, organized, and professional front desk area.
• Maintain a professional appearance, positive attitude, and service-oriented approach.
• Participate in hotel briefings, meetings, and training programs as required.
• Perform additional duties according to the operational needs of the hotel.

Minimum Requirements

Education

• High school diploma or equivalent is preferred.
• Hospitality, Hotel Management, or Tourism qualification is an advantage.

Experience

• Previous experience in Front Office, Front Desk, Guest Services, Reception, or hotel operations is preferred.
• Experience in a luxury or 5-star hotel environment is an advantage.
• Experience with guest cashiering, reservations, and hotel PMS systems is preferred.

Professional Skills

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication abilities.
• Professional, positive, and welcoming personality.
• Strong attention to detail and accuracy.
• Good problem-solving and decision-making skills.
• Ability to remain calm and professional when handling guest complaints or busy periods.
• Strong teamwork and coordination skills.
• Ability to work flexible shifts, including weekends and holidays.

Technical Skills

• Hotel front desk and reception operations.
• Check-in and check-out procedures.
• Guest registration and room assignment.
• Reservation procedures.
• Guest account management and cashiering.
• Foreign currency exchange.
• Payment and credit-checking procedures.
• Room status coordination.
• Hotel Property Management Systems (PMS).
• Knowledge of Forbes and LQA service standards.

Key ATS Keywords

Front Desk Agent, Front Desk Receptionist, Hotel Receptionist, Front Office Agent, Guest Service Agent, Front Office, Guest Relations, Hotel Reception, Check-In, Check-Out, Guest Registration, Room Assignment, Guest Accounts, Hotel Cashiering, Foreign Currency Exchange, Hotel Reservations, Room Status, Housekeeping Coordination, Guest Experience, Luxury Hospitality, Forbes Standards, LQA Standards, Kempinski, 5-Star Hotel, Front Office Jobs Doha, Hotel Jobs Qatar, Hospitality Jobs Qatar.

CV Tips for This Role

Highlight experience in hotel front office, reception, guest services, reservations, cashiering, and luxury hospitality. Clearly mention your experience handling check-ins, check-outs, room assignments, guest accounts, payments, and guest complaints.

If you have worked with a hotel PMS, include the system name. Experience with Forbes, LQA, Kempinski, Leading Hotels, or other luxury hospitality standards should also be highlighted.

Use measurable achievements where possible, such as guest satisfaction scores, upselling performance, LQA results, successful complaint resolution, or recognition for outstanding guest service.

Application Tips

Tailor your CV to emphasize front office operations, luxury guest service, cash handling, reservations, room coordination, and service quality. Use ATS-friendly keywords such as Front Desk Agent, Front Office, Guest Services, Check-In, Check-Out, Guest Relations, PMS, Cashiering, Reservations, Forbes Standards, and LQA.

Demonstrate your ability to create an excellent first and last impression while maintaining accuracy and professionalism during busy hotel operations.