Key Responsibilities

Guest Service & Operations

• Welcome guests warmly and ensure a smooth check-in and check-out process.

• Handle guest enquiries, complaints, and special requests professionally and promptly.

• Provide accurate information about hotel facilities, services, promotions, and local attractions.

• Ensure guest satisfaction is monitored and maintained at all times.

• Follow proper billing procedures and handle cash, credit card transactions, and posting accuracy.

Supervisory & Support Duties

• Assist the Front Office Supervisor/Manager in coordinating daily reception operations.

• Support and guide new team members; assist in on-the-job training.

• Act as the point of contact in the absence of the Supervisor.

• Ensure team adherence to grooming standards, SOPs, and hotel policies.

Administrative & System Responsibilities

• Maintain accuracy in Opera/PMS profiles, reservations, and guest history.

• Ensure proper handling of room allocations, traces, and special requests.

• Prepare daily reports as assigned (arrivals, departures, traces, billing reports).

• Monitor and follow up on pending payments and outstanding charges.

Communication & Coordination

• Coordinate closely with Housekeeping, F&B, Reservations, and other departments to ensure seamless service.

• Ensure proper handover during shift changes.

• Communicate effectively with guests, colleagues, and management.

Safety & Security

• Follow emergency procedures and ensure guest safety protocols are respected.

• Report any suspicious activity, incidents, or maintenance issues immediately.

• Ensure confidentiality of guest information is always protected.

Skills & Requirements

• Minimum 2–3 years’ experience in Front Office or similar role, preferably in a hotel environment.

• Strong knowledge of PMS systems (e.g., Opera).

• Excellent communication and interpersonal skills.

• Strong guest service orientation and problem-solving skills.

• Leadership ability with a positive and professional attitude.

• Ability to work flexible hours, including weekends and public holidays.

• Well-groomed, organised, and attentive to detail.

Core Competencies

• Customer Service Excellence

• Teamwork & Leadership

• Time Management & Multitasking

• Initiative & Decision-Making

• Professionalism & Integrity

• Adaptability & Stress Management