Front Office Executive

Role & responsibilities

• Guest Check-in and Check-out: Welcome guests professionally and manage check-in, check-out, room allocation, and registration procedures.
• Guest Relations: Provide personalized service to guests, respond to inquiries, and ensure a comfortable and memorable stay.
• Reservation Management: Handle room reservations, booking confirmations, cancellations, amendments, and special guest requests.
• Guest Complaint Resolution: Address guest concerns promptly and professionally, coordinating with relevant departments to ensure timely resolution.
• Telephone and Email Handling: Manage incoming calls, respond to guest emails, provide hotel information, and coordinate internal communications.
• Billing and Payments: Prepare guest invoices, process payments, manage deposits, and verify billing accuracy during check-out.
• Coordination with Departments: Liaise with housekeeping, food and beverage, maintenance, concierge, and security teams to ensure smooth hotel operations.
• VIP Guest Handling: Coordinate special arrangements for VIP guests, corporate clients, and international visitors while maintaining high service standards.
• Upselling Hotel Services: Promote room upgrades, dining facilities, spa services, and other hotel amenities to enhance guest experience and hotel revenue.
• Guest Records and Reports: Maintain accurate guest profiles, registration records, reservation details, and daily front office reports.
• Hotel Standards and Procedures: Follow hotel policies, grooming standards, confidentiality requirements, safety procedures, and hospitality service protocols.
• Guest Feedback Management: Collect guest feedback, monitor satisfaction, and support continuous improvement in service quality.

Handling Incoming Calls: Answer incoming telephone calls professionally, greet callers courteously, and provide accurate information about hotel services, room availability, and facilities.

Guest Call Transfers: Direct calls to the appropriate departments, such as reservations, housekeeping, food and beverage, or management, ensuring prompt and efficient communication.

Reservation Enquiries: Handle telephone enquiries regarding room bookings, tariffs, packages, availability, cancellations, and booking confirmations.

. Guest Follow-up Calls: Make courtesy calls to guests to confirm reservations, verify special requests, gather feedback, and ensure guest satisfaction.

Call Logging and Message Management: Maintain records of incoming and outgoing calls, convey messages accurately to guests and staff, and ensure timely follow-up on pending requests.

Preferred candidate profile

Perks and benefits

Festive Bonus