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.