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Position Details: Front Office Agent

Location: Kigali, Rwanda
Openings: 2


Position                              Agent, Front Office

Level                                 Colleague

Department                       Front Office

Reports to                         Front Office Manager, Front Office Team Leader

Subordinates                     None

Job Details& Requirements

Job Summary

Responsible for the provision of a comprehensive Front Office service which includes receiving guests, check in and check out, preparing accounts and billing, process payments and respond/attend to guest general inquires/requirements.  Should be well versed on all aspects of the Property Management Systems (PMS) and all aspects of the resort facilities, services and nearby attractions.

Provide personalized services and co-ordination of all aspects of the guest’s stay at the resort, through communication with other departments, and to act as the primary link between the guests and the operations when attending to visitors and guests.

Key Duties and Responsibilities

Ensure the highest standard of customer service is provided to guests, corporate and telephone clients ensuring smooth and seamless check in procedures, issuance of keys/key cards and ensuring the appropriate porter services are provided.

Respond to queries on room tariff’s and charges for services delivered.  Perform front office cashiering functions and ensure accurate collection of cash during check-out services and during foreign exchange transactions. 

Be fully conversant with all the front office Property Management Systems; including back of house systems, spa reservations, front office cashiering, reservations systems and other interfaced systems as required.

Be aware at all times of the hotel occupation status with reference to availability of rooms; including forecasts, group bookings, VIPs, Royalty and any other specific occupancy issues that may arise.

Ensure all guest information is accurately recorded into the guest register to ensure critically correct guest database and history; this will ensure that all departments have access to correct information at all times.

Handle and process all guest correspondence, messages or requests as required, either to the guests’ rooms or to the relevant department ensuring seamless and effective communication. 

Liaise with all departments within the property in order to ensure seamless services when allocating rooms.  Ensure that all rooms that are available have been checked before allocation to an arrival; this will be achieved through correct communication with particularly Housekeeping, Maintenance and F&B.

Assist in reservations, amendments, cancellations, queries and correspondence with all guests as needed to ensure all systems are up to date and accurate, including forecasts.  Ensure that all paperwork, correspondence and information is correctly filed, stored or distributed as necessary and according to front office procedures.

Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring that the property maintains its mark as one of the leading properties.

To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit.


Skills, Experience & Educational Requirements

Fluency in English is essential, any additional languages is preferable.

Must be willing to learn and skilled to perform the job of a Front Office Agent.

Any job experience in the Hospitality sector and Front Office department in a resort environment (preferable five star) is a valuable addition.

Ability to lift heavy objects to complete duties and guest requests.

Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

Strong guest and service orientation and communication skills.

Ability to work well under pressure and to multitask.

Core Values &Competencies

Blow Away The Customer

I work towards exceeding the expectations of my customers

I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

I am committed to being thoughtful towards our colleagues

I am passionate about my role  

Continuously Strive for Perfections (good enough never is)

I constantly seek new ways and ideas to improve what I do

I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

I am honest and fair

I take responsibility and contribute towards the financial performance of where I work

 Functional competencies


I present a professional image according to established standards


I speak in a clear and concise manner both in person and over the phone

I express ideas in a clear and coherent manner

Functional Skills and Knowledge

I demonstrate my knowledge and skills effectively

I take responsibility for my actions

Time Keeping & Grooming

I report for work in my department on time daily

Response to Supervision

I demonstrate respect for my leaders

I respond to supervision positively

Application Deadline : 2-Aug-2017

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