Job Title: Front Office Executive
Job Type: Full Time
Location: Singapore
Reports To: Head of Operations & Tenant Experience
Role Purpose: This role is responsible for delivering excellent customer service to hotel guests by managing check-ins, check-outs, and reservations. They act as the primary point of contact for guests, addressing inquiries, concerns, and complaints.
Main Responsibilities:
- Guest Check-In and Check-Out: Welcoming guests upon arrival and assisting them with the check-in process. Allocating rooms and providing keys or access cards. Managing the check-out process, including settling bills, handling payments, and addressing any final questions or concerns.
- Reservations Management: Handling room reservations, cancellations, and modifications. Coordinating with the reservations department to ensure accurate booking details. Assisting guests with inquiries about room availability, rates, and promotions.
- Customer Service and Guest Relations: Providing information about the hotel's services, amenities, and local attractions. Addressing guest requests, concerns, and complaints promptly and effectively. Ensuring a high level of guest satisfaction and maintaining a welcoming atmosphere.
- Communication Hub: Serving as a liaison between guests and other hotel departments, such as housekeeping, maintenance, and food & beverage. Coordinating with the housekeeping department to update room status (clean, vacant, occupied). Communicating with security in case of emergencies or suspicious activities.
- Handling Payments and Financial Transactions: Processing payments for room charges, services, and other hotel-related expenses. Managing cash drawers, credit card transactions, and maintaining accurate financial records. Handling currency exchange for guests, if applicable.
- Maintaining Guest Records: Updating guest profiles with preferences, special requests, and contact information. Keeping accurate records of guest stays, room charges, and special services provided. Ensuring compliance with data privacy regulations when handling personal information.
- Bell Desk and Concierge Services: Assisting with luggage handling, transportation arrangements, and other guest services. Providing concierge services, such as booking tours, making restaurant reservations, or arranging tickets for events. Offering assistance with directions, local recommendations, and travel arrangements.
- Managing Room Inventory and Allocations: Monitoring room availability and updating the system as guests check in and out. Balancing room allocations to accommodate special requests or VIP guests. Coordinating with the housekeeping team to ensure rooms are ready for arriving guests.
- Safety and Emergency Procedures: Following protocols for emergencies, such as fire, medical incidents, or security threats. Keeping the reception area secure and monitoring who enters and exits the building. Assisting with evacuations or providing directions in case of an emergency.
Experience and Qualifications Required:
- Minimum 3 years hotel FO experience
- A good command of spoken and written English
- Pleasant appearance
- Good communication skills
- Problem-solving skills
- Friendly, Honest, and Detail-oriented
