Front Office Executive

Your role in detail:

• Ensure Outstanding customer experience at all times.

• Maintains a friendly, cheerful, and courteous demeanour.

• Courteously and accurately answers inquiries from potential guests and

accepts hotel reservations.

• Respond to telephone and in-person inquiries regarding reservations,

hotel information,and guest concerns.

• Uses suggestive selling techniques to sell room nights, and increase

occupancy and revenue.

• Supervise daily shift process ensuring all team members adhere to

standard operating procedures.

• Train, direct the work of, resolve issues/problems, and coach and counsel

the front desk team members to ensure a quality operation.

• Resolve customer issues, complaints, and problems in a quick, efficient

manner to maintain a high level of customer satisfaction and quality

service.

• Adhere to company credit limit/floor limit policies.

• Allocate rooms to expected arrivals after checking the guest’s

preferences and special requests.• Build strong relationships and liaise with all other departments especially

housekeeping, reservations, etc.

• Operates the EPBX equipment, including, assisting incoming & outgoing

calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging

for in-house guests.

• Cross Check all billing instructions are correctly updated

• Supervise the front desk operations to ensure an optimal level of service

and hospitality is provided to the guests.

• Performs other duties as assigned, requested, or deemed necessary by

management.

• Ensure the Front office log book and the hotel log book are always

updated and

actioned upon.

• Ensures safety by following guest check-in and security procedures and

reporting suspicious activity to security, manager, or MOD.

• Assist all departments in servicing the guests during high volume

periods.

• Takes responsibility in the absence of the Duty Manager / Front office

manager