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 current 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