OVERVIEW
OF ROLE
Desk Agent is responsible for delivering a seamless, personalised and memorable
guest experience from arrival to departure.
leadership team, this role ensures operational efficiency, guest satisfaction
and adherence to brand standards.
or Degree in Hospitality Management or a related field
is preferred.
• Minimum 1–3 years of experience in Front Office
or guest-facing roles, preferably in hospitality.
communication and interpersonal skills.
with property management systems (e.g. Fidelio or similar)
is advantageous.
• Ability to work in a fast-paced and dynamic
environment.
• Strong problem-solving and organisational
skills.
• Proficiency in English; additional languages
are advantageous.
or Degree in Hospitality Management or a related field
is preferred.
• Minimum 1–3 years of experience in Front Office
or guest-facing roles, preferably in hospitality.
communication and interpersonal skills.
with property management systems (e.g. Fidelio or similar)
is advantageous.
• Ability to work in a fast-paced and dynamic
environment.
• Strong problem-solving and organisational
skills.
• Proficiency in English; additional languages
are advantageous.
or Degree in Hospitality Management or a related field
is preferred.
• Minimum 1–3 years of experience in Front Office
or guest-facing roles, preferably in hospitality.
communication and interpersonal skills.
with property management systems (e.g. Fidelio or similar)
is advantageous.
• Ability to work in a fast-paced and dynamic
environment.
• Strong problem-solving and organisational
skills.
• Proficiency in English; additional languages
are advantageous.
DUTIES & RESPONSIBILITIES
below; however the list is not exhaustive.
a warm, genuine and engaging welcome to all guests, ensuring a strong first
impression.
check-in and check-out processes efficiently and accurately.
and preferences.
guest enquiries, requests and complaints promptly
and professionally.
a strong presence at the front desk to support guests
and operations.
any other duties or tasks deemed reasonable by the Front Desk Manager
or Director of Rooms.
EXPERIENCE & SERVICE EXCELLENCE
Create a personalised and memorable guest journey from arrival
to departure.
• Recognise VIPs and repeat guests,
ensuring personalised service.
• Handle guest
feedback and service recovery with professionalism
and empathy.
• Follow up on guest concerns
to ensure satisfaction and resolution.
Maintain awareness of guest profiles and preferences to enhance service
delivery.
• Provide accurate information
on hotel facilities, services and local attractions.
• Complete guest
registration by inputting and retrieving information from the system
accurately.
• Ensure all guest
accounts, billing instructions and folios are accurate and up
to date.
• Process payments
including cash, credit cards and other accepted methods in accordance
with policies.
• Manage foreign currency
exchange where applicable.
• Handle
guest correspondence including phone calls, emails
and messages.
• Coordinate the handling
of guest luggage, mail, packages and special
deliveries.
• Ensure all daily front
desk procedures and checklists are completed.
• Liaise effectively
with Housekeeping, F&B, Engineering, IT and other
departments.
• Communicate guest
requests and operational updates clearly
and accurately.
• Attend daily briefings,
shift handovers and departmental meetings.
system (PMS).
• Escalate issues to
the Duty Manager or relevant leaders when required.
• Upsell rooms
and promote higher room categories where appropriate.
pricing strategy.
• Promote loyalty
programs and hotel offerings to enhance guest
engagement.
• Identify opportunities
to maximise revenue while delivering value to guests.
to all hotel policies, procedures and brand standards.
health, safety and emergency procedures.
services.
in training and development programs.
improvements.
a positive, professional and supportive team environment.
The
Front Desk Agent is expected to:
• Always maintain
a consistently professional demeanor.
Represent NoMad positively in all guest and team
interactions.
• Always adhere to company policies
and procedures, including service and compliance
standards.
• Demonstrate strong attention
to detail and accuracy.
• Foster clear
communication and teamwork.
• Exhibit strong
guest engagement and problem-solving skills.
and deliver service excellence consistently.
