Senior Front Office Agent (Night)

We are seeking a highly motivated and experienced Senior Front Office Agent to join our team for the night duty. As the face of our hotel during the overnight hours, you will be responsible for providing exceptional guest service, ensuring the safety and security of the hotel, and handling all front office operations efficiently and effectively. This role requires a proactive individual with strong problem-solving skills, excellent communication abilities, and a commitment to creating a positive experience for our guests. Responsibilities:

1. Guest Service Excellence:
   1. Provide a warm and welcoming arrival experience for late-night check-ins.
   2. Efficiently and accurately process guest check-ins and check-outs.
   3. Respond promptly and professionally to guest inquiries, requests, and complaints, resolving issues to their satisfaction.
   4. Anticipate guest needs and proactively offer assistance.
   5. Maintain a thorough knowledge of hotel services, amenities, and local attractions to provide helpful information to guests.
2. Front Office Operations:
   1. Manage the switchboard and handle all incoming calls, directing them appropriately.
   2. Accurately handle cash and credit card transactions, ensuring proper accounting procedures are followed.
   3. Prepare daily reports and reconcile accounts.
   4. Maintain a clean, organized, and professional front desk area.
   5. Monitor and respond to online guest reviews and feedback.
3. Security and Safety:
   1. Conduct regular security checks of the hotel premises.
   2. Respond to emergencies and security incidents according to established procedures.
   3. Monitor surveillance equipment and report any suspicious activity.
   4. Ensure the safety and security of guests and hotel property.
4. Team Leadership & Support:
   1. Provide guidance and support to junior front office staff.
   2. Assist in training new team members.
   3. Communicate effectively with other departments to ensure smooth operations.
   4. Act as a point of contact for overnight staff in other departments.
5. Other Duties:
   1. Assist with preparing for early morning arrivals.
   2. Handle any administrative tasks as assigned by the Front Office Manager.

1. High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field is a plus.
2. Minimum of 2 years of experience as a Front Office Agent in a hotel environment.
3. Proven experience in handling guest service issues and resolving complaints effectively.
4. Excellent communication, interpersonal, and problem-solving skills.
5. Strong organizational and time-management skills.
6. Ability to work independently and as part of a team.
7. Proficiency in using hotel property management systems (PMS) such as [List specific PMS systems, e.g., Opera, OnQ].
8. Basic computer skills, including Microsoft Office Suite (Word, Excel, Outlook).
9. Ability to stand for extended periods of time and lift up to [Specify weight, e.g., 25 pounds].
10. Must be able to work night shifts, weekends, and holidays.