Front Office Agent

About the role

Hard Rock Hotel Malta is looking for enthusiastic, professional and guest-focused people to join its Front Office Team as Front Office Agents. The ideal candidates have a genuine passion for hospitality and a commitment to delivering exceptional guest experiences in a luxury hotel setting. The position is full-time.

Key responsibilities

• Welcome guests warmly and deliver a professional, efficient check-in and check-out experience.
• Handle reservations, enquiries, requests and complaints promptly and professionally.
• Give accurate information on hotel facilities, services and local attractions.
• Manage room allocations, guest accounts, payments and billing.
• Promote hotel services, room upgrades and upselling opportunities.
• Maintain accurate guest records and update them in the Property Management System (PMS).
• Coordinate with Housekeeping, Reservations, Concierge and other departments.
• Handle calls, emails and guest correspondence professionally.
• Keep the reception area clean, organised and well presented.
• Follow hotel policies, procedures and brand standards, and carry out other duties assigned by management.

Required profile

• Previous experience in a Front Office, Reception, Guest Relations or similar customer-facing role, preferably in a luxury hotel.
• Excellent customer service and interpersonal skills, with a professional, friendly and welcoming personality.
• Excellent command of English; additional languages are an asset.
• Strong communication, organisational and problem-solving skills.
• Ability to handle guest complaints and challenging situations professionally, and to multitask under pressure while keeping attention to detail.
• Positive attitude, passion for hospitality, and ability to work independently and as part of a team.
• Flexibility to work shifts, including nights, weekends and public holidays.
• Must reside in Malta or hold a valid EU passport.

Required skills

• Good computer skills and experience with hotel Property Management Systems.
• Knowledge of Opera Cloud is an advantage.

What we offer

• Full-time employment within an established hospitality group.
• A dynamic, supportive and professional working environment.
• Training and career development opportunities.
• The chance to work in a luxury lifestyle hotel under an internationally recognised brand.