Key Responsibilities
Guest Service Operations
- Welcome guests in a professional and friendly manner.
- Ensure smooth and efficient check-in and check-out procedures.
- Handle guest queries, requests, and complaints promptly.
- Ensure high levels of guest satisfaction and service recovery.
- Assist in handling VIP guests and special requests.
- Maintain accurate guest records and reservations.
Team Supervision
- Supervise Front Office associates during shifts.
- Conduct shift briefings and communicate important operational updates.
- Support team members in daily operational activities.
- Ensure grooming standards and discipline are maintained.
- Train and coach new associates on hotel SOPs and brand standards.
Operational Responsibilities
- Monitor room availability, reservations, and room allocations.
- Coordinate with Housekeeping and other departments for room readiness.
- Ensure lobby and front desk areas remain clean and organized.
- Handle cash transactions, billing, and shift closing procedures accurately.
- Prepare daily shift handover reports.
Revenue & Upselling
- Promote hotel facilities and services to guests.
- Encourage upselling opportunities to maximize hotel revenue.
- Support the achievement of departmental revenue targets.
Safety & Compliance
- Follow hotel policies, procedures, and brand standards.
- Ensure compliance with safety and security procedures.
- Report any maintenance, security, or operational issues immediately.
- Handle emergency situations according to hotel guidelines.
Required Skills & Competencies
- Strong communication and interpersonal skills
- Leadership and team handling ability
- Problem-solving and guest handling skills
- Good organizational and multitasking abilities
- Knowledge of Front Office systems/PMS
- Customer-focused attitude
Qualifications
- Diploma/Degree in Hotel Management preferred.
- Minimum 2–3 years of Front Office experience.
- Prior supervisory experience preferred.
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