To provide warm, professional, and efficient front desk service to all guests, ensuring a smooth check-in and check-out process while maintaining the Group’s standards of hospitality and guest satisfaction.

 Guest Reception & Service

• Welcome guests courteously and professionally upon arrival.
• Manage check-in and check-out procedures accurately and efficiently.
• Ensure all guest information is properly recorded in the system.
• Respond promptly to guest inquiries and assist with information about hotel services, amenities, and local attractions.
• Handle guest requests and complaints with discretion and empathy, escalating to the Manager when necessary.

2. Reservations & Communication

• Answer phone calls, emails, and messages courteously and promptly.
• Handle room reservations and cancellations, ensuring accuracy in details and proper coordination with housekeeping.
• Maintain up-to-date records of room occupancy, arrivals, departures, and bookings.
• Coordinate with relevant departments (housekeeping, maintenance, kitchen) for guest requirements.

3. Administrative & Cashiering Duties

• Prepare and update guest folios, invoices, and receipts.
• Handle payments, including cash, card, and billing transactions.
• Maintain accurate cash float and ensure proper reconciliation at the end of each shift.
• File documents and maintain orderly records of front office operations.

4. Guest Experience & Standards

• Ensure the reception area is always clean, welcoming, and well-organized.
• Promote the Group’s services, packages, or facilities to guests when appropriate.
• Uphold the Group’s image through personal grooming, communication, and service standards.
• Maintain strict confidentiality of guest and company information.

5. Teamwork & Support

• Work closely with the Housekeeping, and other departments to ensure guest satisfaction.
• Support the Front Office team during peak periods by handling guest arrivals, calls, or administrative work.
• Participate in departmental briefings and training sessions to stay updated on policies and service standards.