Front Office Agent, The Ritz-Carlton, Almaty

Key Responsibilities

Guest Service

• Welcome guests with warmth, professionalism, and genuine hospitality.
• Complete guest check-in and check-out procedures efficiently and accurately.
• Verify reservations, room assignments, payment methods, and guest preferences.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Maintain a thorough knowledge of hotel facilities, services, restaurants, and local attractions.
• Promote hotel services and facilities to enhance the guest experience.
• Anticipate guest needs and resolve issues in a timely and professional manner.

Front Office Operations

• Process reservations, room changes, extensions, and cancellations in accordance with hotel policies.
• Maintain accurate guest records within the Property Management System (PMS).
• Prepare and issue guest invoices, ensuring billing accuracy.
• Handle cash, foreign currency, credit card transactions, and maintain balanced cash floats.
• Coordinate closely with Housekeeping, Engineering, Concierge, Club Lounge, Security, and other departments to ensure seamless guest service.
• Monitor room availability and communicate any discrepancies promptly.
• Follow all established Front Office procedures and brand standards.

Communication

• Maintain clear and effective communication with colleagues and supervisors during shift handovers.
• Handle telephone calls professionally and according to Marriott brand standards.
• Record and communicate guest requests accurately to the appropriate departments.
• Ensure confidentiality of all guest and company information.

Quality & Brand Standards

• Consistently demonstrate The Ritz-Carlton Gold Standards, including the Credo, Motto, Employee Promise, Three Steps of Service, and Service Values.
• Create memorable and personalized guest experiences.
• Maintain professional grooming and appearance in accordance with company standards.
• Participate actively in daily line-ups, training sessions, and departmental meetings.

Safety & Compliance

• Comply with all hotel policies, procedures, and Marriott International standards.
• Follow health, safety, and security regulations.
• Protect guest privacy and confidential information.
• Report maintenance issues, safety hazards, and security concerns immediately.
• Complete all mandatory compliance and brand training.

Qualifications

• Previous experience in Front Office or guest service within a luxury hotel environment is preferred.
• Degree or diploma in Hospitality Management or a related field is an advantage.
• Excellent verbal and written communication skills.
• Fluency in English is required; Russian and Kazakh are highly preferred.
• Knowledge of Opera PMS or similar hotel management systems is preferred.
• Strong interpersonal, organizational, and problem-solving skills.
• Ability to multitask and work efficiently under pressure.
• Professional appearance and positive attitude.
• Flexibility to work shifts, including evenings, weekends, and public holidays.