Front Office is responsible for leading a seamless guest experience, managing daily reception operations, and Report to the Front Office Manager. This role ensures high service quality, resolves complex guest issues, and maximizes revenue opportunities at the desk.
Responsibilities
1. Guest Services
- Welcome and greet guests warmly upon arrival.
- Handle check-in and check-out procedures efficiently.
- Provide information about rooms, rates, facilities, and promotions.
- Assist guests with inquiries about local attractions, transport, and hotel services.
- Handle special requests (early check-in, late checkout, room preferences, etc.).
2. Communication and Coordination
- Answer and route phone calls to the relevant departments.
- Communicate guest needs to housekeeping, maintenance, or room service.
- Coordinate with other departments to ensure smooth guest experiences.
3. Billing and Payments
- Prepare guest bills and process payments accurately (cash, card, or digital).
- Handle billing inquiries or disputes professionally.
- Maintain records of all financial transactions related to guest stays.
4. Guest Complaints and Feedback
- Listen to guest complaints and resolve issues promptly or escalate to management.
- Record guest feedback and ensure appropriate follow-up actions.