Front Office Associate

Job Description

1. Guest Relations & Customer Service

Welcome guests warmly and professionally, ensuring a personalized and hospitable experience.

Assist guests with their inquiries, requests, and concerns promptly and courteously.

Maintain the highest standards of guest satisfaction and service excellence.

Anticipate guest needs and provide personalized services to enhance the overall guest experience.

Handle guest complaints professionally and escalate issues to the appropriate authority when required.

2. Front Desk Operations

Perform guest check-in and check-out procedures efficiently and accurately.

Verify guest identification, registration details, and payment information.

Manage room allocations, room changes, and guest requests in coordination with the Housekeeping and Reservations teams.

Ensure accurate billing, folio management, and settlement of guest accounts.

Maintain proper records of guest transactions and front desk activities.

3. Reservations & Communication

Assist guests with room reservation inquiries, modifications, and cancellations.

Handle incoming calls, emails, and guest messages professionally.

Provide accurate information regarding hotel facilities, services, dining options, and local attractions.

Coordinate with the Reservations team to ensure room availability and accurate booking information.

4. Interdepartmental Coordination

Coordinate with Housekeeping regarding room status, cleanliness, and room readiness.

Liaise with Concierge, Bell Desk, Security, Food & Beverage, and other departments to fulfill guest requirements.

Ensure smooth communication during shift handovers and maintain proper records of pending tasks.

5. Hotel Standards & Compliance

Adhere to the hotel's Standard Operating Procedures (SOPs), grooming standards, and service protocols.

Maintain confidentiality of guest information and hotel records.

Follow hotel policies related to safety, security, and emergency procedures.

Ensure the front desk area remains clean, organized, and presentable at all times.

Qualifications

• Diploma or Bachelor's degree in Hotel Management, Hospitality, or a related field.
• 1–2 years of experience in Front Office operations, preferably in a 5-star or luxury hotel.
• Freshers with excellent communication skills and a strong service orientation may also be considered.
• Knowledge of hotel property management systems (PMS) such as Opera is preferred.
• Good command of English; knowledge of additional languages is an advantage.

Additional Information

Excellent verbal and written communication skills.

Strong interpersonal and guest-handling abilities.

Professional grooming and a pleasant personality.

Customer-focused attitude with a passion for hospitality.

Good problem-solving and decision-making skills.

Ability to multitask and work efficiently in a fast-paced environment.

Attention to detail and accuracy in handling guest transactions.

Flexibility to work rotational shifts, weekends, and public holidays.

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