Front Desk Office

The Front Desk Officer supports overall building operations with a strong emphasis on guest satisfaction, safety, service standards, and facility management. The position ensures the hospitality property operates efficiently and delivers an exceptional guest experience.

A. Guest Services and Front Desk Operations

• Attend to all guests, visitors, and callers in a courteous, professional, and warm manner consistent with the FiveSenses Family service standard.
• Execute the full guest check-in process, including identity verification, security deposit collection, issuance of access credentials, HMS update within 5 minutes of check-in, and building orientation.
• Execute the full guest checkout process, including charge verification, invoice issuance, key collection, HMS update within 5 minutes, deposit refund link submission, and OTA review request.
• Send pre-arrival messages to all same-day check-in guests by the required time each morning, including WiFi credentials, check-in instructions, and building information.
• Provide general information about the Company's properties, services, and procedures to guests, visitors, and callers when required.
• Register all visitors and walk-in guests in accordance with the Company's registration and identity verification procedures.

B. Communications and Enquiry Management

• Manage all incoming front desk communications, including calls, messages, emails, OTA platform messages, and WhatsApp enquiries, ensuring all are attended to within 30 minutes and cleared before the end of the shift.
• Log all guest requests and complaints in HMS and the Operations WhatsApp group within 5 minutes of receipt, and escalate to the Concierge Manager or Duty Manager immediately where action is required.
• Manage all incoming and outgoing correspondence and deliveries relevant to front desk operations in an organised and timely manner.
• Process all OTA booking cancellations through the platform support message channel only and never via the platform cancel button.
• Escalate all smart lock issues to the Duty Manager and do not handle them independently.

C. Administration and Record Management

• Maintain accurate and up-to-date records in HMS at all times, including room status, guest movements, charges, and special requests.
• Maintain the Offline Guest Register at the reception counter at all times and follow manual check-in and record-keeping procedures when HMS is unavailable.
• Handle basic administrative duties, including data entry, document filing, and record maintenance relevant to front desk operations.
• Manage front desk supplies and ensure the reception area is stocked, orderly, and operationally ready at all times.
• Prepare the next-day checkout and check-in summary and upload it to Google Drive by the required time each night (night shift).

D. Financial and Shift Reporting

• Complete cash count and VCC reconciliation at the end of each shift and submit the Shift Handover Report (F4) to the incoming shift and management before clocking out.
• Complete credit card machine settlement at the required time each night (night shift) without deferment.
• Conduct a full written handover to the incoming shift covering all open check-ins, pending guest requests, system status, and outstanding matters. Verbal-only handovers are not acceptable.

E. Premises and Presentation

• Ensure the reception and front desk area is maintained in a neat, orderly, and professional condition throughout the shift.
• Coordinate with the HSKP Supervisor and Duty Manager on building status, room readiness, and operational matters affecting guest experience during the shift.

F. General Expectations

• Perform all services diligently, responsibly, and professionally at all times.
• Comply with all Company policies, SOPs, lawful directions, and any amendments thereto.
• Support operational and business requirements as directed by management.
• Maintain a positive, warm, and professional demeanour with all guests, owners, and colleagues in line with the FiveSenses Family core value.
• Complete all position-specific training requirements and obtain supervisor sign-off before working independently.
• Clock in and out accurately via the HRMS SQL system with location services enabled at all times.
• Participate in briefings, performance reviews, and any training or retraining required by the Company.

G. Additional Duties

• The Employee agrees that the Company may, in accordance with operational requirements, assign the Employee to perform any other duties, roles, or responsibilities from time to time.