Job Description

Samsara by Le Roma Gardenia is looking for a dynamic and personable Front Office Executive to join our team. As the first point of contact for guests, you will play a vital role in ensuring a welcoming and seamless experience for all visitors. Your responsibilities will include managing guest check-ins, conducting property tours, assisting with inquiries, and providing exceptional guest engagement to ensure a memorable stay. The ideal candidate will have excellent communication skills, a passion for hospitality, and a warm, professional demeanor.Key Responsibilities: * Guest Engagement & Check-In/Check-Out:

• Greet all guests with a friendly and welcoming attitude upon arrival.
• Efficiently handle guest check-ins and check-outs, ensuring accuracy in guest information and billing.
• Anticipate guest needs and provide personalized service to ensure a seamless experience from arrival to departure.
• Address guest inquiries and concerns promptly, resolving any issues to their satisfaction.
• Property Show-Arounds:

• Conduct engaging and informative property tours for new guests and potential customers, highlighting key features, amenities, and unique aspects of Samsara by Le Roma Gardenia.
• Provide insights into the history, design, and services of the hotel, ensuring that guests are fully aware of what the property has to offer.
• Collaborate with the sales and marketing team to provide show-arounds for corporate clients, event organizers, and VIP guests.
• Guest Relations & Concierge Services:

• Provide exceptional guest service, responding to any special requests, room service inquiries, or personalized guest needs.
• Offer concierge services such as arranging transportation, booking reservations, recommending local attractions, and assisting with other travel needs.
• Develop and maintain strong relationships with repeat guests, ensuring their preferences are noted and accommodated during each stay.
• Communication & Coordination:

• Coordinate with other departments, including housekeeping, F&B, and maintenance, to ensure guest requests are fulfilled promptly.
• Maintain clear communication with the Front Office Manager and other team members regarding guest feedback and daily operations.
• Ensure all guest preferences, requests, and feedback are accurately recorded and followed up on for future stays.
• Administrative & Reporting:

• Accurately maintain guest records, handle room bookings, and manage payments using the hotels Property Management System (PMS).
• Prepare daily reports, including occupancy, guest feedback, and any notable guest interactions, and present them to the Front Office Manager.
• Manage correspondence, emails, and phone calls in a timely and professional manner.
• Lobby & Reception Area Management:

• Ensure the front desk and lobby area are clean, well-maintained, and presentable at all times.
• Monitor guest traffic in the lobby and anticipate busy periods to provide timely and proactive service.
• Oversee the display of promotional materials, brochures, and information relevant to the hotel and its services.
• Guest Satisfaction & Feedback:

• Monitor guest satisfaction levels and actively seek feedback to improve the overall guest experience.
• Handle guest complaints with professionalism and empathy, escalating complex issues to the Front Office Manager as necessary.
• Assist in the creation of guest satisfaction reports and provide input on how to enhance service levels.

• Bachelors degree in Hospitality, Hotel Management, or a related field preferred.
• Certifications in hospitality management or customer service will be an added advantage.

• Minimum of 1-3 years of experience in a front office or guest relations role, preferably in a luxury hotel or resort.
• Proven experience in guest engagement and property tours is highly desirable.

• Excellent communication and interpersonal skills, with the ability to engage with guests of diverse backgrounds.
• Strong organizational and multitasking abilities, with attention to detail.
• Proficiency in using Property Management Systems (PMS) and Microsoft Office Suite.
• Good knowledge of local attractions, dining options, and event venues to provide quality recommendations.

• Warm, welcoming, and approachable personality.
• Strong customer service orientation with a commitment to creating a memorable guest experience.
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving skills with the ability to stay calm and professional under pressure.
• A positive attitude, enthusiasm, and a passion for hospitality.

• This role requires flexibility, including working weekends, holidays, and evenings as per the hotels operational needs.
• The position may require standing for extended periods during shifts and engaging with guests across different areas of the hotel.

• Competitive salary commensurate with experience.
• Comprehensive health benefits package.
• Ongoing training and professional development opportunities.
• Discounted accommodations and amenities at Le Roma Gardenia properties.
• A supportive and collaborative work environment with opportunities for career advancement.

Le Roma Gardenia