Front Office Agent

About the role

We are seeking a Front Office Agent to deliver exceptional guest experiences at our hotel in Gozo, Malta. The role involves managing check‑in and check‑out processes, handling guest inquiries, and supporting revenue growth through up‑selling.

Key responsibilities

• Greet arriving guests, register them, assign rooms, and accommodate special requests following Kempinski standards.
• Verify payment methods, perform credit checks, and process cash handling in accordance with hotel procedures.
• Manage guest departures, settle accounts, issue invoices, and capture any last‑minute charges.
• Handle front‑office cashier transactions, including posting charges and foreign currency exchange, and balance cash float at shift end.
• Respond to guest requests and questions in person or by phone, providing information, resolving issues, or directing to appropriate departments.
• Coordinate room status updates with housekeeping for late check‑outs, early check‑ins, and special requests.
• Maintain up‑to‑date knowledge of hotel products, services, and daily activities, and keep the work area tidy.

Required profile

• Excellent oral and written communication in the local language and English; additional languages are a plus.
• Ability to work effectively in a team, stay calm under pressure, and propose proactive solutions.
• Strong organizational and time‑management abilities with a professional, confidential approach.
• Commitment to safety, prudence, and maintaining a clean work environment.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Word.
• Ability to operate standard computer and office equipment.