Job Description

Key Responsibilities

Guest Service Operations

• Welcome guests in a professional and friendly manner.
• Ensure smooth and efficient check-in and check-out procedures.
• Handle guest queries, requests, and complaints promptly.
• Ensure high levels of guest satisfaction and service recovery.
• Assist in handling VIP guests and special requests.
• Maintain accurate guest records and reservations.

Team Supervision

• Supervise Front Office associates during shifts.
• Conduct shift briefings and communicate important operational updates.
• Support team members in daily operational activities.
• Ensure grooming standards and discipline are maintained.
• Train and coach new associates on hotel SOPs and brand standards.

Operational Responsibilities

• Monitor room availability, reservations, and room allocations.
• Coordinate with Housekeeping and other departments for room readiness.
• Ensure lobby and front desk areas remain clean and organized.
• Handle cash transactions, billing, and shift closing procedures accurately.
• Prepare daily shift handover reports.

Revenue & Upselling

• Promote hotel facilities and services to guests.
• Encourage upselling opportunities to maximize hotel revenue.
• Support the achievement of departmental revenue targets.

Safety & Compliance

• Follow hotel policies, procedures, and brand standards.
• Ensure compliance with safety and security procedures.
• Report any maintenance, security, or operational issues immediately.
• Handle emergency situations according to hotel guidelines.

Required Skills & Competencies

• Strong communication and interpersonal skills
• Leadership and team handling ability
• Problem-solving and guest handling skills
• Good organizational and multitasking abilities
• Knowledge of Front Office systems/PMS
• Customer-focused attitude

Qualifications

• Diploma/Degree in Hotel Management preferred.
• Minimum 2–3 years of Front Office experience.
• Prior supervisory experience preferred.