Front Office Executive

6 months ago

Kuala Lumpur, Malaysia Tribeca Serviced Hotel Full time

**Job Summary**:

- The Front Office Executive serves as the first point of contact for guests and visitors, ensuring a seamless and exceptional experience during their stay at the hotel. They are responsible for managing front desk operations, assisting guests with inquiries and requests, and coordinating with various departments to ensure smooth daily operations.

**Responsibilities**:
**1. Greeting and Check-In Responsibilities**:

- Welcome guests with a friendly and professional demeanor.
- Efficiently handle the check-in and check-out process, ensuring accuracy in guest registration and payment procedures.
- Respond to guest inquiries, providing information about the hotel's services, features, and local attractions.

**2. Guest Assistance**:

- Provide exceptional customer service by anticipating guest needs and resolving issues promptly and efficiently.
- Assist guests with reservations, room changes, and special requests, and ensure their needs are met throughout their stay.
- Coordinate with the concierge to facilitate transportation, dining reservations, and other guest requirements.

**3. Front Desk Operations**:

- Answer phone calls promptly and professionally, transferring calls as required and taking accurate messages.
- Maintain a well-organized and clean front desk area, ensuring all necessary supplies are available.
- Handle cash transactions, maintain accurate records of guest accounts, and efficiently process billing procedures.

**4. Security and Safety**:

- Monitor and authorize the entrance and departure of guests, ensuring the security of their belongings.
- Maintain a thorough understanding of hotel security protocols and emergency procedures, and swiftly respond to any security or safety issues.

**5. Administrative Support**:

- Assist the management team with administrative tasks, including compiling reports, processing invoices, and maintaining guest records.
- Coordinate and schedule meetings, appointments, and reservations for the hotel staff.
- Ensure compliance with hotel policies and procedures, as well as industry regulations.

**Job Requirements**:

- High school diploma or equivalent; a degree in hospitality management is preferred.
- Proven experience in a similar role within the hotel industry or related customer service field.
- Strong interpersonal and communication skills, with the ability to handle difficult situations in a professional and diplomatic manner.
- Exceptional customer service skills, with a focus on ensuring guest satisfaction.
- Proficiency in using computer systems and hotel management software.
- Ability to work in a fast-paced environment, multitask, and prioritize responsibilities.
- Strong attention to detail and organizational skills.
- Fluency in multiple languages is an advantage.

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