We are looking for a proactive and guest-focused Front Office / Property Operations Executive who will act as the single point of contact (SPOC) for guests and ensure smooth day-to-day operations of the property. The role involves guest handling, system management, enquiry coordination, and ensuring a high standard of customer satisfaction.
Key Responsibilities
- Guest Handling & Front Office Operations
- Welcome, receive, and assist incoming guests in a professional and courteous manner.
- Ensure smooth check-in and check-out processes.
- Act as the in office SPOC (Single Point of Contact) for all guest-related needs.
PMS & CRM Management
- Maintain, update, and monitor the Property Management System (PMS) and CRM regularly.
- Ensure accurate guest details, booking data, and operational records are maintained at all times.
Enquiry & Booking Management
- Handle all local and in person incoming enquiries on priority.
- Coordinate with internal teams to convert enquiries into confirmed bookings.
- Respond promptly and professionally to guest queries.
Customer Satisfaction & Guest Experience
- Ensure guests have access to all promised amenities and services.
- Proactively address guest concerns, complaints, and special requests.
- Maintain high service standards to enhance guest satisfaction and repeat bookings.
Inventory & In-House Operations
- Manage room inventory and monitor availability for new and ongoing bookings.
- Coordinate in-house requirements such as linen, housekeeping supplies, amenities, and guest requests.
- Ensure readiness of rooms and common areas at all times.
Operational Coordination
- Coordinate with housekeeping, maintenance, and external vendors for smooth daily operations.
- Ensure compliance with property SOPs and service standards.
Required Skills & Qualifications
- Prior experience i