Guest Service Executive - Front Office

Description

We are seeking enthusiastic individuals with a passion for delivering unforgettable guest experiences to join our front office team as a Guest Service Executive. In this role, you will play a key part in ensuring guests have a delightful stay and leave with plans to return. To excel, you should possess exceptional English communication skills, strong organizational abilities, and the capability to thrive in a fast-paced environment. Your focus will be on ensuring seamless service and smooth operations throughout your shift.

Responsibilities and Duties

Facilitate guest check-ins and room assignments in line with hotel rates, discounts, and upselling strategies, accommodating special requests when possible. Manage check-in and check-out processes, including luggage assistance and payment collection, adhering to cash handling, credit card processing, and accounting policies. Respond to guest inquiries about hotel services, events, local attractions, and more. Assist with safety boxes, room keys, transportation arrangements, and other guest needs. Handle pre-registration, reservation blocking, and booking same-day or future stays. Cancel reservations as per policies. Conduct night audits during midnight shifts and prepare necessary reports. Ensure confidentiality of company, hotel, brand, and guest information in compliance with privacy policies and regulations. Be punctual, properly uniformed, and ready for work as scheduled. Attend scheduled departmental meetings. Maintain a professional and positive demeanor when interacting with guests and colleagues. Provide flexibility to support other positions or departments when needed. Follow all policies and procedures, practice safe work habits, and adhere to sanitary, safety, security, and emergency protocols. Document incidents of theft, accidents, or injuries in shift reports as assigned. Seek approval from the manager/supervisor before leaving the work area. Undertake special projects, participate in task forces or committees, and perform other responsibilities as assigned by management. Complete any additional duties requested by management.

Qualifications and Requirements

Experience: Prior experience in a front desk, guest services, or similar customer-facing role in hospitality is preferred. Education: Minimum of a high school diploma or equivalent. Additional qualifications in hospitality management are an advantage. Communication Skills: Excellent verbal and written communication skills in English. Proficiency in other languages is a plus. Customer Service: Strong commitment to delivering exceptional guest experiences with a professional and positive attitude. Technical Skills: Proficient in using front desk systems, reservation software, and basic office applications. Organizational Skills: Strong multitasking and time-management abilities to handle a fast-paced environment. Flexibility: Willingness to work shifts, weekends, and public holidays as required. Problem-Solving: Ability to anticipate and resolve guest concerns promptly and effectively. Teamwork: Cooperative and adaptable to working with colleagues across departments. Compliance: Adherence to company policies, safety standards, and privacy regulations. Appearance: Maintain a professional appearance and adhere to the uniform policy. Physical Stamina: Ability to stand for extended periods and perform tasks such as lifting luggage when needed.

Working Condition

Working hours

5 days / 44 hours