Front Desk Associate

Key Responsibilities

1. Guest Experience Management

- Act as the primary point of contact for all guest interactions

- Ensure a smooth check-in and check-out experience

- Build strong rapport with guests to enhance satisfaction and loyalty

- Anticipate guest needs and proactively offer solutions

2. Front Desk & Operations

- Handle guest queries, requests, and complaints efficiently

- Coordinate with housekeeping, F&B, and operations teams for service delivery

- Maintain guest records, preferences, and feedback logs

- Ensure adherence to SOPs and service standards

3. Complaint Resolution

- Address guest complaints promptly and professionally

- Escalate complex issues to management when required

- Ensure closure of complaints with high satisfaction levels

4. Relationship Management

- Maintain repeat guest relationships and track preferences

- Personalize services for VIPs and regular guests

- Drive positive guest engagement and feedback

5. Administrative & Reporting

- Maintain daily reports on guest feedback and service issues

- Track guest satisfaction metrics (NPS, ratings, reviews)

- Ensure accurate documentation and handovers