Front Office Agent

Reporting to the Front of House Manager, you will help manage the complete guest journey from pre arrival and registration through the stay and eventual departure.

You will handle check ins and check outs, room reservations, guest profiles, room status information, payments and guest requests while working closely with Housekeeping, Reservations, Food & Beverage, Sales and other teams.

But operational accuracy is only half the role. The other half is connection.

At The Social House, we don't want you to stand behind the Front Desk processing guests.

As Front Office Agent, you will:

• Welcome arriving guests genuinely and warmly, making direct eye contact and recognising returning guests whenever possible.

• Complete check in and check out processes accurately and efficiently.

• Create a personalised arrival experience rather than simply handing over a room key.

• Brief arriving guests on the House, our restaurants, experiences, facilities and services.

• Handle room reservations, amendments and guest enquiries.

• Monitor room status information and work closely with Housekeeping to support smooth room readiness and guest arrivals.

• Maintain accurate guest profiles within the Property Management System.

• Capture and update guest preferences and relevant history to support more personalised future stays.

• Identify duplicate guest profiles and maintain accurate guest records.

• Process guest payments accurately and securely.

• Handle cashiering, invoices, PDQ transactions and other Front Office financial responsibilities in accordance with company procedures.

• Handle approved foreign currency transactions in accordance with company procedures.

• Maintain accurate records, reports and supporting documentation.

• Respond promptly to telephone calls and guest enquiries.

• Coordinate guest requests with Housekeeping, Maintenance, Food & Beverage, Security and other departments.

• Follow up on requests rather than assuming someone else has handled them.

• Identify guest concerns early and take appropriate action.

• Resolve reasonable guest concerns within your authority and escalate appropriately when additional intervention is required.

• Record guest feedback and ensure important information is communicated during shift handovers.

• Maintain an organised, professional and welcoming Front Desk environment.

• Protect guest information and maintain strict confidentiality.