**Core Concept**
A Front Office Agent is a hospitality professional responsible for managing all guest interactions at the front desk of a hotel, resort, or other accommodation property. They are the first and last point of contact, directly shaping the guest's experience from check-in to check-out.
**Primary Responsibilities**
**1. Guest Services & Interaction:**
- **Check-in:** Welcome arriving guests, verify reservations, assign rooms, explain hotel amenities, and process payment methods.
- **Check-out:** Efficiently handle departures, settle final bills, process refunds, and solicit feedback.
- **Concierge Services:** Provide information, directions, and recommendations for local attractions, restaurants, and transportation. May assist with booking tours or reservations.
- **Problem Resolution:** Address and resolve guest complaints, concerns, or special requests promptly and professionally, often coordinating with other departments (Housekeeping, Maintenance).
**2. Administrative & Operational Duties:**
- **Reservation Management:** Handle incoming phone calls, emails, and walk-in bookings. Update the Property Management System (PMS) with accuracy.
- **Phone Operator:** Manage the hotel's main switchboard, directing calls, taking messages, and providing general information.
- **Cashiering & Financial Transactions:** Handle cash, credit card, and other payments securely. Maintain a balanced cash drawer and process invoices.
- **PMS Management:** Proficiently use the Property Management System—the hotel's central software—to manage guest accounts, room status, and availability.
**3. Communication & Coordination Hub:**
- Act as the central communication link between guests and all other hotel departments (Housekeeping, Maintenance, F&B, Security).
- Relay guest requests for housekeeping, room service, or maintenance issues.
- Update room status (clean, dirty, out-of-order) in real-time to ensure efficient operations.
Job Types: 100%, Part-time
Pay: CHF60’000.00 - CHF75’000.00 per year
Expected hours: 40 per week
Benefits:
- Company pension
- Insurance services
- Professional development assistance
- Wellness program
Work Location: In person
