Front Office Agent, The Ritz-Carlton, Almaty at Кэпитал Тауэр Девелопмент (The Ritz-Carlton, Almaty) — NeverHard

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.