Job Description

A Front Office Executive in a hotel plays a vital role in providing a welcoming experience to guests and managing the front desk operations. Their responsibilities include:

1. Guest Reception and Check-In/Out

• Greeting guests warmly upon arrival, assisting with check-in, and ensuring a smooth registration process.
• Processing guest check-outs, handling payments, and updating guest records.
• Managing room assignments, accommodating special requests, and resolving any booking issues.

2. Customer Service

• Addressing guest inquiries and requests professionally, offering information about the hotel, its amenities, and local attractions.
• Resolving guest complaints efficiently and escalating issues to management if needed.
• Providing concierge services, such as arranging transportation, booking excursions, or recommending dining options.

3. Reservation Management

• Managing and updating room bookings in the reservation system, handling walk-in guests, and processing online or phone reservations.
• Coordinating with housekeeping and maintenance teams to ensure rooms are ready for occupancy.
• Monitoring room availability, managing overbookings, and optimizing room occupancy.

4. Billing and Payment Processing

• Ensuring accurate billing for room charges, amenities, and other services used by guests.
• Processing payments, issuing invoices, and handling foreign currency exchanges if required.
• Maintaining financial records of transactions, handling cash, and balancing the cash drawer.

5. Coordination with Other Departments

• Communicating guest needs or special requests with housekeeping, food and beverage, and maintenance teams.
• Coordinating with security for any safety concerns or assistance for guests as needed.
• Liaising with the back office or sales team for group bookings, event planning, or VIP arrangements.

6. Administrative Duties

• Answering phone calls, handling emails, and managing general inquiries from potential and current guests.
• Maintaining accurate guest records, updating contact information, and documenting any special requirements.
• Preparing daily reports on guest arrivals, departures, and occupancy for management review.

7. Handling Complaints and Emergencies

• Responding to guest complaints professionally and empathetically, aiming to resolve issues quickly.
• Following hotel protocols in emergency situations, such as fire alarms or medical incidents, and ensuring guest safety.

8. Maintaining the Front Desk Area

• Ensuring the front desk area is clean, organized, and stocked with necessary supplies.
• Creating a welcoming and professional atmosphere that enhances the guest experience.

9. Record Keeping and Reporting

• Logging guest feedback, incidents, or special requests for continuous improvement and service records.
• Preparing shift reports, occupancy reports, and other necessary documentation for management.

10. Promoting Hotel Services

• Informing guests about in-house services, promotions, and upgrades that may enhance their stay.
• Offering information on additional amenities or services that generate revenue, like spa packages or restaurant bookings.

Job Type: Full-time

Pay: ?16,000.00 - ?20,000.00 per month

Experience:

• total work: 5 years (Preferred)

Work Location: In person