Front Office Agent - NoMad Singapore

Summary

THE NOMAD WAY Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s 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 Singapore’s charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us. Welcome to NoMad Singapore

Job Description

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.

Responsibilities

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 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.

Qualifications

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.

About the Company

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.