About this role
The Front Desk Agent is responsible for delivering a seamless, personalised and memorable guest experience from arrival to departure. This role serves as the first point of contact for guests, ensuring efficient check-in and check-out processes, handling guest requests and providing accurate information about the hotel and surrounding areas. The Front Desk Agent plays a key role in creating a warm, welcoming and engaging atmosphere that reflects the Hampton by Hilton Sandton. Working closely with the Front Desk leadership team, this role ensures operational efficiency, guest satisfaction and adherence to brand standards.
MAIN DUTIES & RESPONSIBILITIES The main responsibilities of the Front Desk Agent are summarised below; however the list is not exhaustive. GENERAL DUTIES • Deliver a warm, genuine and engaging welcome to all guests, ensuring a strong first impression. • Perform check-in and check-out processes efficiently and accurately. • Confirm reservation details, room rates, payment methods and guest preferences. • Allocate rooms based on guest needs and preferences. • Handle guest enquiries, requests and complaints promptly and professionally. • Maintain a strong presence at the front desk to support guests and operations. • Undertake any other duties or tasks deemed reasonable by the Front Desk Manager. COORDINATION & COMMUNICATION • Liaise effectively with Housekeeping, F&B, Engineering, IT and other departments. • Communicate guest requests and operational updates clearly and accurately. • Attend daily briefings, shift handovers and departmental meetings. • Maintain accurate records in the property management system (PMS). • Escalate issues to the Duty Manager or relevant leaders when required. REVENUE AND SALES SUPPORT • Upsell rooms and promote higher room categories where appropriate. • Maintain rate integrity and adhere to the hotel’s pricing strategy. • Promote loyalty programs and hotel offerings to enhance guest engagement. • Identify opportunities to maximise revenue while delivering value to guests. COMPLIANCE & SAFETY • Adhere to all hotel policies, procedures and brand standards. • Ensure compliance with financial controls, credit policies and cash handling procedures. • Maintain confidentiality and security of guest information. • Follow all health, safety and emergency procedures. • Ensure safe handling of guest valuables and safety deposit services. TEAMWORK & DEVELOPMENT • Work collaboratively with team members to ensure smooth operations. • Participate in training and development programs. • Contribute ideas and suggestions for service and operational improvements. • Maintain a positive, professional and supportive team environment. • Demonstrate flexibility and willingness to support other areas when required. EXPECTATIONS: The Front Desk Agent is expected to: • Always maintain a consistently professional demeanor. • Represent NoMad positively in all guest and team interactions. • Always adhere to company policies and procedures, including service and compliance standards. • Demonstrate strong attention to detail and accuracy. • Foster clear communication and teamwork. • Exhibit strong guest engagement and problem-solving skills. • Champion company values and deliver service excellence consistently.
Diploma or Degree in Hospitality Management or a related field is preferred. • Minimum 1–3 years of experience in Front Office or guest-facing roles, preferably in hospitality. • Strong communication and interpersonal skills. • Ability to work in a fast-paced and dynamic environment. • Strong problem-solving and organisational skills. • Proficiency in English; additional languages are advantageous.