Front Office Executive

A Front Office Executive is the first point of contact for the guest and plays a key role in hotel operations. They handle many responsibilities to ensure a smooth and pleasant experience from check in to check out. Here are the main duties and skills required for this role:

Key Responsibilities

Guest Reception and Check-In/Check-Out:

Welcome guests, check in/check out and provide information on hotel services, amenities and local attractions. Verify guest ID, check bookings and allocate rooms as per guest requirements.

Reservations:

Take reservations by phone, email or online booking platforms. Update the system with correct booking details and coordinate with housekeeping for room availability.

Customer Service:

Answer guest queries and resolve issues professionally and guest satisfaction. Manage special requests, complaints or suggestions and coordinate with other departments as required.

Billing and Cash Handling:

Process payments, bills and ensure accuracy in guest folios. Handle cash transactions, credit card authorizations and end-of-shift balances.

Telephone Operations:

Answer calls promptly, take bookings and transfer calls to other departments.

Coordination with Departments:

Coordinate with housekeeping, maintenance and F&B teams to ensure room readiness and respond to guest requests promptly.

Maintaining Records:

Update guest records, track occupancy and ensure accurate data entry in the hotel's management software.

Marketing and Upselling:

Promote hotel services like spa, dining and events; upsell room upgrades or packages to increase revenue.

Essential Skills Communication Skills:

Polite and clear communication in English and local languages to interact with different type of guests. Customer Service Orientation: Friendly and proactive in addressing guest needs and ensuring a memorable experience. Problem Solving Skills: Quick solutions to guest issues, remain calm in pressure situations. Attention to Detail: Accuracy in reservations, billing and guest preferences. Technical Skills: Familiarity with property management systems (PMS) and booking software. Multitasking and Organizational Skills: Ability to handle multiple tasks during peak hours and prioritize tasks. This role requires a warm smile, good organizational skills and ability to remain calm under pressure to contribute to the hotel's reputation and ensure a great guest experience.