Front Office Executive

Position Summary

The Front Office Executive is responsible for delivering warm, efficient, and professional guest services at the reception and lobby areas. The role involves handling check-in/check-out procedures, guest queries, reservations support, coordination with internal departments, and ensuring a memorable guest experience in line with hotel standards.

Key Responsibilities

Guest Service & Experience

• Welcome guests courteously and assist with check-in and check-out procedures.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Provide accurate information about rooms, facilities, services, and local attractions.
• Ensure VIP and special-request guests receive personalized attention.
• Maintain a pleasant lobby presence and assist in queue management during peak hours.

Front Desk Operations

• Operate the PMS for room allocation, billing, and guest profile updates.
• Manage reservations, amendments, cancellations, and walk-in guests.
• Coordinate with Housekeeping for room status and readiness.
• Handle telephone calls, emails, and guest correspondence efficiently.
• Prepare daily reports, arrival lists, and cashier summaries.

Coordination & Communication

• Liaise with Housekeeping, Engineering, Security, and F&B for guest requirements.
• Communicate special requests and guest preferences to relevant departments.
• Assist Concierge and Bell Desk with guest movement and luggage handling.

Cashiering & Compliance

• Handle guest billing, cash/credit settlements, and maintain accurate records.
• Follow SOPs related to safety, security, and data confidentiality.
• Ensure proper documentation such as registration cards and ID verification.

Upselling & Revenue Support

• Promote room upgrades and hotel facilities to maximize revenue.
• Support reservations and sales initiatives as directed by the manager.

Skills & Competencies

• Excellent communication and interpersonal skills
• Customer-focused attitude with problem-solving ability
• Basic knowledge of hotel PMS (Opera/IDS/HMS preferred)
• Professional grooming and positive body language
• Ability to work in shifts and under pressure
• Team player with attention to detail

Qualification & Experience

• Degree/Diploma in Hotel Management or related field
• 1–3 years of experience in Front Office/Guest Service
• Experience in 4-star or 5-star hotel preferred
• Knowledge of billing and cashiering processes is an advantage

Performance Indicators (KPIs)

• Guest satisfaction and feedback scores
• Accuracy in billing and cashiering
• Upselling contribution
• Adherence to SOPs and grooming standards
• Coordination efficiency with other departments