Guest Experience - Welcome guests warmly and create a positive first impression. - Handle guest check-ins and checkouts efficiently and accurately. - Understand guest requirements and provide prompt assistance. - Handle guest requests, queries and complaints professionally. - Ensure guest issues are resolved quickly and escalated when required. - Build strong relationships with guests and encourage repeat stays.
Front Desk Operations - Manage daily front desk operations efficiently. - Verify guest identification and booking details during check-in. - Manage room allocation and coordinate with housekeeping for room readiness. - Process payments, invoices and other front-office transactions accurately. - Maintain accurate records of arrivals, departures, room status and guest information. - Handle early check-ins, late check-outs, room changes and special requests.
OTA & Booking Management - Handle bookings received through Wandr's website, OTAs and other channels. - Verify booking details, rates, inclusions and payment status. - Coordinate with the central reservations/revenue team where required. - Ensure booking-related guest issues are resolved promptly.
Coordination - Coordinate closely with Housekeeping for room readiness and room status. - Report maintenance, safety or housekeeping issues promptly.
- Ensure smooth communication between departments. - Participate in daily briefings and shift handovers.
Revenue & Upselling - Identify opportunities to upsell room upgrades and additional nights. - Encourage direct bookings and repeat stays where appropriate. - Inform guests about available room categories and hotel facilities.
Guest Feedback & Online Reputation - Proactively seek guest feedback during their stay. - Resolve guest concerns before checkout wherever possible. - Encourage satisfied guests to share their experience. - Escalate reliable complaints or negative feedback to the Hotel Manager.
Compliance & SOPs - Follow all Wandr Hotels SOPs and front-office processes. - Maintain guest records and documentation accurately. - Follow hotel safety and security procedures. - Maintain confidentiality of guest and company information.
Education
- Graduate / Diploma in Hotel Management, Hospitality or a related field preferred.
- Relevant hospitality experience will also be considered.
Experience - 1–3 years of experience in Front Office, Guest Relations or Hospitality.
- Experience with hotels, serviced apartments or branded hospitality businesses preferred.
- Freshers with excellent communication and customer-service skills may also be considered.
Interested candidates can contact : (phone hidden)