To provide exceptional guest service by efficiently managing front desk operations and telephone communications, ensuring a seamless guest experience from arrival to departure while maintaining hotel standards and procedures.
Key Responsibilities Front Office Operations
- Welcome guests courteously and professionally upon arrival.
- Perform check-in and check-out procedures accurately and efficiently.
- Handle room reservations, amendments, and cancellations.
- Maintain accurate guest records in the Property Management System (PMS).
- Process guest payments, billing, and settlement of accounts.
- Coordinate with Housekeeping, Engineering, and other departments to meet guest requirements.
- Assist guests with information regarding hotel facilities, services, and local attractions.
Telephone Operations
- Answer all incoming and outgoing calls promptly and professionally.
- Route calls to appropriate departments and team members.
- Handle guest requests received via telephone and ensure timely follow-up.
- Take and relay messages accurately.
- Manage wake-up call requests and ensure timely execution.
- Maintain telephone logs and records as required.
- Handle emergency calls and communicate information as per hotel procedures.
Guest Service & Relations
- Respond promptly to guest inquiries, requests, and complaints.
- Ensure all guest interactions reflect the hotel's service standards.
- Promote hotel facilities,
dining outlets, and services to guests.
- Assist in resolving guest concerns and escalate issues when necessary.
Administrative Responsibilities
- Maintain shift handover reports and operational records.
- Ensure the front desk and telephone console area remain clean and organized.
- Follow cash handling procedures and night audit requirements where applicable.
- Ensure confidentiality of guest information at all times.
Safety & Compliance
- Adhere to hotel policies, SOPs, and brand standards.
- Follow emergency response and evacuation procedures.
- Maintain grooming standards and qualified appearance.
- Ensure compliance with data privacy and security guidelines.
Qualifications & Experience
- Diploma/Degree in Hotel Management, Hospitality Management, or related field.
- 1–2 years of experience in Front Office or Telephone Operations.
- Freshers with excellent communication skills may be considered.
Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer service orientation.
- Pleasant telephone etiquette and interpersonal skills.
- Knowledge of hotel PMS and telephone systems preferred.
- Basic computer proficiency (MS Office).
- Ability to multitask and work under pressure.
- Professional grooming and presentation.