Welcome and greet guests in a warm, professional, and courteous manner.
Perform check-in and check-out procedures accurately and efficiently.
Verify guest reservations, identification, payment details, and room preferences.
Provide guests with information about hotel facilities, services, restaurants, and local attractions.
Handle guest requests, inquiries, complaints, and special arrangements professionally.
Maintain a strong knowledge of room types, rates, promotions, hotel facilities, and current availability.
Coordinate with Housekeeping, Reservations, Concierge, Bell Desk, Engineering, and Food & Beverage to ensure smooth guest service.
Manage room keys, guest profiles, wake-up calls, messages, and other front office requests.
Process cash, credit card, and other payment transactions accurately.
Maintain accurate guest accounts and assist with billing discrepancies.
Promote hotel services and suitable upgrades while maintaining a guest-focused approach.
Ensure VIP, repeat, long-stay, and special-occasion guests receive personalized attention.
Handle telephone calls and correspondence professionally.
Follow hotel standards for guest privacy, security, safety, and confidentiality.
Maintain a clean, organized, and professional front desk area.
Record and communicate guest issues and special requests during shift handovers.
Assist in resolving guest complaints and escalate complex issues to the Front Office Supervisor or Manager.
Follow all hotel policies, procedures, and luxury service standards.
Perform other duties assigned by the Front Office Management.
Requirements
Previous experience in a front office or guest-service position, preferably in a 4- or 5-star hotel.
Hospitality or hotel management education is an advantage.
Excellent communication and interpersonal skills.
Fluent English; Arabic and French are strong advantages.
Professional appearance and excellent personal presentation.
Strong customer-service and problem-solving skills.
Ability to remain calm and professional under pressure.
Good computer skills and familiarity with hotel PMS systems such as Opera is an advantage.
Ability to work flexible shifts, including morning, evening, night, weekends, and public holidays.
Strong attention to detail and ability to multitask.
Positive attitude, teamwork, and a genuine passion for hospitality.
Key Competencies
Luxury guest service
Communication skills
Guest complaint handling
Attention to detail
Teamwork
Professionalism
Problem solving
Upselling skills
Cash and payment handling
Time management
Cultural awareness
Confidentiality and discretion