Front Office agent - reception ( Saudi nationality only)

Role Overview

Front Office Agent - Reception at Accor, a member of the Accor network. Saudi nationality only. Location not specified in source.

Company Overview

Accor is a global hospitality group encompassing more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. The organization is committed to responsible hospitality and creating positive and memorable impact for customers, colleagues, and the planet.

Role Purpose

As a Front Office Agent, you are the first point of connection and lasting impression for guests. You bring the brand to life through intuitive service, genuine warmth, and attention to detail. Acting as a key liaison between guests and the resort, you ensure every interaction is seamless, personalized, and delivered with precision, transforming each stay into a memorable experience.

Key Responsibilities

Guest Welcome & Relationships

• Welcome all guests warmly with genuine enthusiasm and personalized approach.
• Build strong guest relationships through recognition, personalization, and preference tracking.
• Recognize repeat and VIP guests, anticipate their needs, and tailor interactions accordingly.
• Escort guests to their rooms when necessary, especially VIPs, ensuring smooth and informative transition into the hotel experience.

Check-in & Check-out Operations

• Conduct efficient check-ins and check-outs, ensuring all required guest information is accurately recorded and profiles are updated.
• Process payments, handle deposits, issue keys, and explain room and hotel features.
• Scan passports and IDs as per Saudi regulatory compliance and ensure CID reporting accuracy.
• Perform regular checks on registration cards and guest buckets, ensuring compliance with Data Quality Standards.

Guest Service & Issue Resolution

• Provide accurate information about the hotel's facilities, outlets, and local area happenings.
• Proactively manage guest requests and resolve issues or complaints efficiently, ensuring feedback is logged and followed up in appropriate systems.
• Handle special requests before, during, and after stays, ensuring guests feel genuinely cared for.
• Exercise good judgment with difficult guests.
• Maintain effective communication with other departments (Housekeeping, Concierge, Engineering, F&B, Reservations) to fulfill guest needs.

Team Coordination & Information Management

• Maintain detailed shift handovers, ensuring seamless team transitions and continuity of guest service.
• Attend daily briefings and remain informed on occupancy, arrivals, departures, events, and internal updates.
• Manage the Reception email inbox professionally and timely.

Operations & Systems

• Operate the Property Management System confidently for all Front Office functions.
• Monitor float accuracy, process currency exchanges, paid outs, and follow cash handling procedures.
• Close cashier audits at shift end, ensuring alignment of balances and documentation.

Revenue & Loyalty

• Identify upselling opportunities across rooms, suites, F&B outlets, and spa supporting revenue targets.
• Enroll guests into loyalty programs such as ALL ACCOR, aiming to meet or exceed set conversion goals.

Compliance & Safety

• Uphold the privacy and confidentiality of all guest information.
• Comply with the hotel's credit policy and all SOPs related to cashiering and guest services.
• Adhere to all Health, Safety & Hygiene procedures, and be familiar with fire and emergency protocols.

Qualifications & Experience

• Saudi National only.
• Fresh graduate or 0–1 years of experience in a similar field.

Skills & Competencies

• Professional, polished, and confident in guest-facing environments.
• Energetic, adaptable, and able to thrive in a fast-paced environment.
• Strong written and verbal communication skills in English and Arabic.
• 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.
• Understanding and ability to work in a multicultural environment.