About the Front Office Agent Role at Accor

Accor, a global hospitality group encompassing over 45 brands and 5,500 hotels, is seeking a Front Office Agent. This full-time position is designed for individuals with 0-1 years of experience, serving as the primary point of connection for guests and shaping their initial and lasting impressions. As a Front Office Agent, you will bring the brand to life through intuitive service, genuine warmth, and meticulous attention to detail, acting as a crucial liaison between guests and the resort.

Guest Service Responsibilities

The Front Office Agent is central to delivering exceptional guest experiences, with duties including:

• Warmly welcoming all guests with genuine enthusiasm and a personalized approach.
• Building strong guest relationships through recognition, personalization, and preference tracking.
• Escorting guests to their rooms when necessary, especially VIPs, to ensure a smooth and informative transition.
• Recognizing repeat and VIP guests, anticipating their needs, and tailoring interactions accordingly.
• Providing accurate information about the hotel’s facilities, outlets, and local area happenings.
• Proactively managing guest requests and resolving issues or complaints efficiently, ensuring feedback is logged and followed up in appropriate systems.
• Handling special requests before, during, and after stays to ensure guests feel genuinely cared for.
• Maintaining effective communication with other departments (Housekeeping, Concierge, Engineering, F&B, Reservations) to fulfill guest needs.
• Identifying upselling opportunities across rooms, suites, F&B outlets, and spa to support revenue targets.
• Enrolling guests into loyalty programs such as ALL ACCOR, aiming to meet or exceed set conversion goals.

Operational and Administrative Duties

Key operational tasks for this role involve:

• Conducting efficient check-ins and check-outs, ensuring all required guest information is accurately recorded and profiles are updated.
• Processing payments, handling deposits, issuing keys, and explaining room and hotel features.
• Scanning passports and IDs as per Saudi regulatory compliance and ensuring CID reporting accuracy.
• Maintaining detailed shift handovers to ensure seamless team transitions and continuity of guest service.
• Attending daily briefings and remaining informed on occupancy, arrivals, departures, events, and internal updates.
• Operating the Property Management System confidently for all Front Office functions.
• Managing the Reception email inbox professionally and timely.
• Performing regular checks on registration cards and guest buckets, ensuring compliance with Data Quality Standards.
• Monitoring float accuracy, processing currency exchanges and paid outs, and following cash handling procedures.
• Closing cashier audits at shift end, ensuring alignment of balances and documentation.

Candidate Profile and Required Skills

The ideal candidate will demonstrate the following attributes and abilities:

• Professional, polished, and confident in guest-facing environments.
• Energetic, adaptable, and able to thrive in a fast-paced environment.
• Ability to work cohesively with co-workers as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with all guests.
• Able to exercise good judgment when interacting with difficult guests.
• Understanding and ability to work effectively in a multi-cultural environment.

Compliance and Work Environment

This role requires adherence to strict operational and ethical guidelines. The Front Office Agent is expected to uphold the privacy and confidentiality of all guest information. Compliance with the hotel’s credit policy and all Standard Operating Procedures (SOPs) related to cashiering and guest services is mandatory. Furthermore, the role requires adherence to all Health, Safety & Hygiene procedures, and familiarity with fire and emergency protocols.

Join Accor

Contribute to creating memorable guest experiences within the Accor network.