People Project Co. Ltd is recruiting on behalf of a leading international hotel brand in Tanzania, renowned for its commitment to service excellence and exceptional guest experiences.
We are looking for a dynamic, guest-focused and self-motivated Front Office Agent to join the team and play an important role in creating a welcoming and memorable experience for every guest.
As a Front Office Agent, you will be responsible for delivering professional, warm and efficient service throughout the guest journey, from arrival and check-in through to departure. You will serve as one of the key points of contact for guests, handling enquiries, requests, reservations and Front Office transactions while ensuring that hotel standards and procedures are consistently maintained.
The ideal candidate will have previous experience in a hotel Front Office environment, with strong knowledge of guest handling and hands-on experience using the Opera Property Management System (PMS). Previous experience in hotel reservations is an added advantage, particularly for candidates who have handled room bookings, amendments, cancellations and guest enquiries.
This is an excellent opportunity for a hospitality professional who is passionate about delivering outstanding guest service and looking to grow their career within an internationally recognised hotel environment.
Job Responsibility:
- Welcome and professionally receive guests, ensuring a warm and efficient check-in and check-out experience.
- Provide prompt, courteous and personalised service to all guests throughout their stay.
- Complete guest registration, room allocation, check-in and check-out procedures accurately and efficiently using the Opera PMS.
- Handle guest enquiries, requests, complaints and service issues professionally, escalating matters to the relevant supervisor or manager where required.
- Provide accurate information regarding hotel facilities, services, operating hours, promotions, events and local attractions.
- Assist guests with transportation arrangements, restaurant reservations, activities and other reasonable requests where required.
- Maintain a good understanding of the hotel's room types, rates, packages, facilities, services and daily occupancy levels.
- Monitor room availability and coordinate closely with Housekeeping to ensure rooms are released and updated accurately in the PMS.
- Process guest accounts from check-in through check-out, ensuring all room charges, payments and incidental charges are posted accurately.
- Handle Front Office cashiering duties, including cash, card and other approved payment transactions, in accordance with hotel procedures.
- Verify guest accounts and ensure outstanding balances are settled prior to departure.
- Maintain accurate records and ensure all Front Office documentation and reports are completed as required.
- Maintain strict confidentiality of guest information and ensure guest privacy and security are protected at all times.
- Liaise effectively with Housekeeping, Food & Beverage, Maintenance, Security and other departments to ensure seamless guest service.
- Follow all hotel policies, procedures, health and safety requirements and service standards.
- Maintain a professional appearance and demonstrate a positive and welcoming attitude at all times.
- Assist with other Front Office duties as assigned by the Front Office Supervisor or Manager.
- Handling room reservations through the hotel's PMS and other approved booking channels.
- Responding to reservation enquiries by telephone, email and other communication channels.
- Processing new bookings, amendments, cancellations and no-show reservations.
- Maintaining accurate reservation information and guest profiles in Opera.
Candidate Requirements:
- Proven 1- 2 years of experience as a Front Desk Agent or similar role within a hotel environment.
- Excellent communication and customer service skills
- Strong organizational and multitasking abilities
- Ability to work well under pressure
- Proficiency in MS Office, Opera PMS and hotel management software
- High school diploma; additional certification in Hospitality is a plus
Competences:
- Guest and customer focused, with a genuine passion for hospitality.
- Warm, friendly, professional and approachable.
- Confident in communicating with both local and international guests.
- Proactive and able to anticipate guest needs.
- Calm and professional when handling complaints or challenging situations.
- Detail-oriented, particularly when handling guest accounts, reservations and payments.
- Able to work effectively under pressure in a fast-paced hotel environment.
- A strong team player who works well with colleagues across different departments.
- Flexible and willing to work shifts, weekends and public holidays as required by hotel operations.
- Honest, reliable and respectful of guest confidentiality.
- Well presented and committed to maintaining high standards of personal grooming and professional conduct.
