Front Office Executive

Roles and Responsibilities

• Greet guests upon arrival, check-in, and provide information about hotel facilities.
  
• Handle guest complaints and feedback in a professional manner.
  
• Manage front office operations, including handling cash transactions and maintaining accurate records.
  
• Ensure efficient telephone handling and communication with guests via phone calls.
  
• Provide exceptional customer service to ensure guest satisfaction.
  

1. Guest Services:

• Ensure all guest needs are met in a timely and professional manner.
• Handle guest inquiries, complaints, and requests with a high level of customer service and satisfaction.
• Maintain a presence in the lobby to ensure guest concerns are addressed promptly.
• Provide personalized assistance for VIP guests and high-profile clientele.
• Monitor guest feedback, address any issues that arise, and implement corrective actions when necessary.

2. Staff Supervision:

• Supervise front office staff, including receptionists, concierge, bellboys, and other related roles during shifts.
• Assign tasks and responsibilities to ensure smooth operations.
• Provide coaching, training, and development to front office employees to improve their skills and performance.
• Monitor employee performance, provide feedback, and resolve any conflicts or issues.
• Ensure staff adheres to hotel policies and service standards.

3. Operational Management:

• Ensure smooth check-in and check-out processes for all guests.
• Oversee room assignments, ensure room availability, and handle any issues related to room status.
• Coordinate with housekeeping and maintenance departments to address any immediate guest requirements or issues.
• Monitor hotel occupancy levels and manage room rates in accordance with hotel policies.
• Handle billing, payments, and cash handling with accuracy and accountability.

4. Security and Safety:

• Ensure that the hotel complies with all safety and security regulations.
• Address any emergency situations such as medical incidents, fire alarms, or security breaches.
• Conduct regular inspections of the front office and public areas to ensure cleanliness, safety, and compliance with standards.

5. Communication:

• Maintain open lines of communication with other hotel departments to ensure that guest needs are met efficiently.
• Report any issues or concerns to the General Manager or Assistant Manager on duty.
• Prepare and present shift reports detailing guest feedback, operational issues, and staff performance.
• Ensure effective handover of shift responsibilities and updates for the incoming team.

6. Administrative Duties:

• Review and approve guest reservations, cancellations, and special requests.
• Ensure compliance with all hotel policies and procedures.
• Maintain up-to-date knowledge of hotel services, pricing, and local attractions.
• Ensure proper documentation and reporting of guest incidents or complaints for future reference.