Front Office Associate

• Welcome guests warmly and professionally, ensuring a personalized and hospitable experience.

• Assist guests with their inquiries, requests, and concerns promptly and courteously.

• Maintain the highest standards of guest satisfaction and service excellence.

• Anticipate guest needs and provide personalized services to enhance the overall guest experience.

• Handle guest complaints professionally and escalate issues to the appropriate authority when required.

• Perform guest check-in and check-out procedures efficiently and accurately.

• Verify guest identification, registration details, and payment information.

• Manage room allocations, room changes, and guest requests in coordination with the Housekeeping and Reservations teams.

• Ensure accurate billing, folio management, and settlement of guest accounts.

• Maintain proper records of guest transactions and front desk activities.

• Assist guests with room reservation inquiries, modifications, and cancellations.

• Handle incoming calls, emails, and guest messages professionally.

• Provide accurate information regarding hotel facilities, services, dining options, and local attractions.

• Coordinate with the Reservations team to ensure room availability and accurate booking information.

• Coordinate with Housekeeping regarding room status, cleanliness, and room readiness.

• Liaise with Concierge, Bell Desk, Security, Food & Beverage, and other departments to fulfill guest requirements.

• Ensure smooth communication during shift handovers and maintain proper records of pending tasks.

• Adhere to the hotel's Standard Operating Procedures (SOPs), grooming standards, and service protocols.

• Maintain confidentiality of guest information and hotel records.

• Follow hotel policies related to safety, security, and emergency procedures.

• Ensure the front desk area remains clean, organized, and presentable at all times.

Qualifications

• Diploma or Bachelor's degree in Hotel Management, Hospitality, or a related field.

• 1–2 years of experience in Front Office operations, preferably in a 5-star or luxury hotel.

• Freshers with excellent communication skills and a strong service orientation may also be considered.

• Knowledge of hotel property management systems (PMS) such as Opera is preferred.

• Good command of English; knowledge of additional languages is an advantage.

Additional Information

• Excellent verbal and written communication skills.

• Strong interpersonal and guest-handling abilities.

• Professional grooming and a pleasant personality.

• Customer-focused attitude with a passion for hospitality.

• Good problem-solving and decision-making skills.

• Ability to multitask and work efficiently in a fast-paced environment.

• Attention to detail and accuracy in handling guest transactions.

• Flexibility to work rotational shifts, weekends, and public holidays.