Front Desk Executive

Description

Job Scope:
Represent the Company professionally and provide warm, courteous and attentive service to guests at all times.

Provide a smooth and timely check-in and check-out experience, and assist guests throughout their stay.

Answer Front Desk telephone calls and respond promptly and courteously to enquiries, requests and special arrangements.

Maintain good knowledge of room categories, features, rates, amenities, facilities and services, and identify suitable upselling opportunities.

Perform cashiering duties, including checking the cash float at the start and end of each shift, processing payments accurately, and following the Company’s cash-handling and payment procedures.

Monitor OTA and review platforms, including TripAdvisor, respond to guest messages, and manage online feedback professionally.

Coordinate with Housekeeping to check that rooms and public areas are clean, tidy and ready for guest use.

Report maintenance issues promptly and follow up with the relevant department where necessary.

Handle guest feedback and complaints professionally. Use sound judgment to assess situations and resolve issues or refer them to a supervisor when appropriate.

Prepare accurate shift reports when assigned, including reports on incidents such as theft, accidents or injuries.

Follow Company policies and procedures, and comply with safety, security, sanitation and emergency requirements.

Protect the confidentiality of guest information, personal data and the Company’s business information.

Work cooperatively with colleagues and other departments to support smooth operations and a seamless guest experience.

Be flexible to assist in other roles or departments and carry out special projects or other duties assigned by the Company.

Requirements

Minimum 2 years of Front Office, Guest Services, Hotel or Serviced Apartment experience preferred.

Good communication and customer service skills.

Pleasant, professional and service-oriented personality.

Good computer skills and familiarity with PMS/reservation systems is an advantage.

Able to handle cash and payment transactions accurately.

Good problem-solving and interpersonal skills.

Able to work independently and as part of a team.

Willing to work shifts, weekends and public holidays when required.