Front Office Agent


The Exciting Opportunity

We are seeking an energetic and experienced Front Office Agent who has the ability to display great leadership skills, deliver excellent customer service, have a positive ‘can do’ attitude, be willing to learn and show that they care. We require a Front Office Agent who has previous experience within a similar role. You will be responsible for the check-in and check-out of arriving / departing guests according to the given standards. The role shall also include performing administrative tasks (sorting and storing documents, registration cards, etc.)

Job Summary

  • To offer our customers a warm and efficient service at all times and to be able to maintain this within the shift
  • Have an awareness of Schloss Roxburghe’s vision, development plans and strategies. To meet all standards, policies and guidelines set by the company.
  • To work as part of a team, supporting and helping each other with developing and operating all aspects of the business.
  • To offer our internal & external customers and guests a friendly and efficient service at all times.
  • Your ultimate aim is to help establish and maintain the SCHLOSS Roxburghe as a venue with an outstanding reputation for its hospitality.

What Are Your Responsibilities?

  • Participates in daily handover.
  • Welcomes the guests according to the given standards.
  • Carries out check-in of arriving guests according to the given standards (selection of suitable rooms upon arrival of a guest, completion of booking and entry into the computer, handing over the room pass and keys, if necessary accompanying the guests to the rooms).
  • Maintains contacts with guests.
  • Blocks rooms in the PMS for arriving guests with special requests and for VIPs.
  • Takes over all relevant information from the previous shift, i.a. about business volume, special guests, tasks to be clarified and completed, and special incidents.
  • Accepts guests' wishes of any kind and forwards them to the appropriate department.
  • Performs check-out of the departing guests according to the given standards (creates guest bills and processes the departure with the help of the PMS system).
  • Informs the housekeeping department about special amenities, early and late departures, room changes and other important facts for the department as well as the coordination of open departures.
  • Performs administrative tasks (sorting, storing documents, registration cards, etc.)
  • Performs the correct cash settlement, closure of cash register and, if necessary, corrects errors.
  • Actively participates in the FO upselling program and contributes to the increase in sales.
  • Takes over all other tasks and special projects that arise in the course of business.
  • Post the incoming sales (from restaurant, bar, event) to the accounts created for them.
  • Checks daily the credit limit list.
  • Ensures order and cleanliness in the reception area.
  • Answer the phone according to given standards.
  •  Accepts reservations and enters them into the computer; Supports reservation staff if required.
  • Attends regular departmental meetings.
  •  Another obligation is compliance with the hotel uniform and grooming standard.
  • Recognizes that operations must run 24 hours, 7 days a week, without interruption. Accepts different shifts within a work week.

What Are We Looking For?

We’re looking for individuals who have;
  • Immaculate personal presentation and excellent interpersonal skills.
  • Flexibility in terms of other departmental support.
  • Passion for delivering exceptional guest service.
  • Meticulous eye for detail and exceptional planning and organisation skills.
  • Self-directed and proactive in line with the vision of Schloss Roxburghe.
  • Work well with other employees.
  • Manage time efficiently.
  • Excellent communication, influencing and interpersonal skills with a confident and outgoing personality and an ability to interact with people at all levels
  • Able to lead and train the staff with a positive “can do” attitude
  • Ability to multitask and work in a busy, fast paced and dynamic environment
  • Ability to take initiative and a practical approach to problem solving
  • Positive and flexible approach to working hours (weekend, evening and night time work will be required)
  • Passionate about customer service and hospitality.
  • Good finance & Protel knowledge.
  • Detail-oriented – accurate data entry, strong oral and written communication
  • High level of confidentiality and discrestion to be maintained at all times

The Bigger Picture

So, if you have the ambition to continuously improve, deliver results with excellence, show that you care and act with integrity then come and join us, this is just the job for you!

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