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
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Guest Handling & Front Office Operations
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Welcome, receive, and assist incoming guests in a professional and courteous manner.
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Ensure smooth check-in and check-out processes.
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Act as the on-site SPOC (Single Point of Contact) for all guest-related needs.
PMS & CRM Management
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Maintain, update, and monitor the Property Management System (PMS) and CRM regularly.
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Ensure accurate guest details, booking data, and operational records are maintained at all times.
Enquiry & Booking Management
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Handle all local and in person incoming enquiries on priority.
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Coordinate with internal teams to convert enquiries into confirmed bookings.
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Respond promptly and professionally to guest queries.
Customer Satisfaction & Guest Experience
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Ensure guests have access to all promised amenities and services.
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Proactively address guest concerns, complaints, and special requests.
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Maintain high service standards to enhance guest satisfaction and repeat bookings.
Inventory & In-House Operations
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Manage room inventory and monitor availability for new and ongoing bookings.
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Coordinate in-house requirements such as linen, housekeeping supplies, amenities, and guest requests.
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Ensure readiness of rooms and common areas at all times.
Operational Coordination
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Coordinate with housekeeping, maintenance, and external vendors for smooth daily operations.
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Ensure compliance with property SOPs and service standards.