Front Desk Service Agent NoMad Singapore

QUALIFICATIONS

Diploma or Degree in Hospitality Management or a related field is preferred.

Minimum 13 years of experience in Front Office or guest-facing roles preferably in hospitality.

Strong communication and interpersonal skills.

Familiarity with property management systems (e.g. Fidelio or similar) is advantageous.

Ability to work in a fast-paced and dynamic environment.

Strong problem-solving and organisational skills.

Proficiency in English; additional languages are advantageous.

THE NOMAD WAY

Hospitality is at the core of what we do and who we are. Its more than just a job; its a path to a career in our industry. Many of us at NoMad have grown from within these walls and we pride ourselves on providing these opportunities. We thrive to achieve our vision to be a thriving hotel combining the best of New York hospitality with Singapores charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us. Welcome to NoMad Singapore

OVERVIEW OF 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 NoMad brand.

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 or Director of Rooms.

GUEST EXPERIENCE & SERVICE EXCELLENCE

Create a personalised and memorable guest journey from arrival to departure.

Recognise VIPs and repeat guests ensuring personalised service.

Handle guest feedback and service recovery with professionalism and empathy.

Follow up on guest concerns to ensure satisfaction and resolution.

Maintain awareness of guest profiles and preferences to enhance service delivery.

Provide accurate information on hotel facilities services and local attractions.

FRONT OFFICE OPERATIONS

Complete guest registration by inputting and retrieving information from the system accurately.

Ensure all guest accounts billing instructions and folios are accurate and up to date.

Process payments including cash credit cards and other accepted methods in accordance with policies.

Manage foreign currency exchange where applicable.

Handle guest correspondence including phone calls emails and messages.

Coordinate the handling of guest luggage mail packages and special deliveries.

Ensure all daily front desk procedures and checklists are completed.

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 hotels 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.

EOE/AA/Disabled/Veterans