Front Office Executive

The Guest Relations Executive/ Service Leader is responsible for creating a welcoming and memorable guest experience from arrival through departure. The role involves handling guest requests, coordinating with different departments, resolving concerns, and ensuring that hotel/service standards are maintained.

Key Responsibilities

• Welcome and greet guests warmly upon arrival and throughout their stay.
• Assist with check-in and check-out procedures when required.
• Provide guests with information about hotel facilities, services, activities, and nearby attractions.
• Maintain regular interaction with guests to understand their needs and expectations.
• Supervise and coordinate the Front Office/Guest Relations team during daily operations.
• Handle guest requests, queries, feedback, and complaints professionally and promptly.
• Coordinate with Housekeeping, F&B, Engineering, Security, and other departments to resolve guest requirements.
• Follow up on guest complaints and ensure appropriate resolution within the expected time.
• Maintain accurate records of guest requests, complaints, feedback, and special occasions.
• Identify VIPs, repeat guests, special occasions, and special requests and ensure appropriate arrangements are made.
• Conduct courtesy calls and guest satisfaction checks during the stay.
• Assist in arranging special amenities, celebrations, room preferences, transportation, or other guest requirements.
• Collect guest feedback and communicate recurring concerns to the Front Office/management team.
• Promote hotel facilities, services, activities, and applicable packages in an informative manner.
• Maintain professional communication and a high standard of personal grooming and presentation.
• Ensure guest confidentiality and handle guest information responsibly.
• Support the Front Office team during busy periods, including check-in/check-out and guest movement.
• Maintain effective communication through the PMS, telephone, email, radio, or other hotel communication systems.
• Prepare or maintain daily guest-relations reports and handover information.
• Ensure compliance with hotel policies, SOPs, safety standards, and service standards.
• Assist in emergency situations and coordinate with the relevant departments when required.

Key Skills & Competencies

• Excellent verbal and written communication
• Strong guest-service orientation
• Good interpersonal and relationship-building skills
• Complaint handling and problem-solving ability
• Professional appearance and grooming
• Ability to remain calm under pressure
• Good coordination and teamwork
• Knowledge of hotel operations and Front Office procedures
• Basic computer/RMSknowledge
• Good knowledge of the hotel's facilities and services