Front Desk Service Agent - NoMad Singapore

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. 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. 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. 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. 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. 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. QUALIFICATIONS. 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. 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.