Front Office Reception

Department:

Rooms Division

Reports To:

Head of Resident Relations & Services

Position Level:

Operational

POSITION SUMMARY

The Front Office Reception is a key guest-facing ambassador responsible for delivering highly personalized, anticipatory, and discreet luxury services to all VIP, Suite, and special-category guests.

This position oversees the full resident journey—from pre-arrival preparations and arrival welcome to in-house service and departure arrangements. The Front Office Reception curates highly personalised experiences by anticipating needs, observing the finer details, and engaging with a graceful, intuitive service approach.

As a key ambassador of the resort, the Front Office Reception is expected to possess strong knowledge and co-ordinating skills across all resident-facing areas, including Rooms, Food & Beverage, Spa, and lifestyle experiences. This role requires a refined presence, exceptional communication skills, and a genuine passion for delivering elevated, seamless service that reflects the resorts' highest standards.

1. DUTIES & RESPONSIBILITIES

a)     
Guest Experience & Personal Service

• Provide personalized attention upon arrival, during stay, and departure.
• Escort guests to rooms; perform room orientation and amenities briefing.
• Prepare suite setup including welcome amenities, temperature, lighting, and fragrance preferences.
• Handle guest requests with speed, discretion, and accuracy.
• Maintain proactive engagement using guest preference logs and profiles.
• Coordinate packing/unpacking services with professional care.
• Assist with clothing pressing, shoe shining, and laundry pickups.
• Follow up on guest satisfaction and resolve concerns immediately.

b)     
Front Office Department Support

• Coordinate guest arrivals and departures with Front Office and Bell Team.
• Assist with in-room check-ins and express check-outs.
• Support room move arrangements and ensure smooth transitions.
• Update guest preferences into the system for future stays.
• Work closely with Guest Relations on VIP arrangements, amenities, and special celebrations.
• Handle guest documents discreetly (passport scans, printing, confirmations).

c)      
Food & Beverage Department Support

• Arrange in-room dining services, ensuring accurate order-taking and timely delivery.
• Set up private dining experiences: romantic setups, family meals, dietary requirements.
• Coordinate with restaurants for priority reservations and menu suggestions.
• Conduct minibar checks and replenishes items as needed.
• Provide tea/coffee service, cocktail preparation, or canapés for special occasions.
• Ensure allergen notes and dietary preferences are communicated to chefs.

d)     
Recreation Department Support

• Assist in scheduling guest activities.
• Coordinate recreation equipment requests
• Accompany guests to recreation venues when needed.
• Ensure elderly-friendly recreation arrangements are made.
• Monitor guest feedback on recreational facilities and relay to department.

e)     
Bellman / Concierge Team Support

• Coordinate luggage delivery/pickup and supervise handling for suite guests.
• Manage special luggage requirements such as fragile, heavy, long-stay, or medical items.
• Arrange transportation: airport transfers, private cars, charter drivers.
• Support the concierge with activity planning, local tours, restaurant bookings.
• Liaise closely with the front office to ensure timely room readiness and luggage flow.

f
Wellness & Lifestyle Executive Support

• Schedule spa bookings, wellness rituals, fitness sessions, and personal trainer appointments.
• Ensure guests receive pre-arrival wellness questionnaires and prepare in-room wellness amenities.
• Arrange special requests: aromatherapy, meditation tools, yoga mats, bath rituals.
• Provide information on wellness programs, detox meals, and relaxation activities.
• Coordinate special lifestyle experiences: cultural tours, private shopping, celebrations, engagements.
• Support residents with maintaining their independence, including encouraging self-care & self management.
• Provide emotional support and companionship to residents.

g)     
Room Management & Coordination

• Inspect rooms prior to guest arrival to ensure readiness.
• Monitor guest floor cleanliness and report maintenance issues.
• Prepare turndown amenities and coordinate with Housekeeping.
• Track lost & found items for suite guests.

h)     
Administrative & Operational Tasks

• Maintain accurate butler logbook and daily shift handover.
• Update guest preference database and ensure confidentiality.
• Participate in departmental briefings and trainings.
• Manage special project tasks assigned by the Head of Resident Relations & Services.

i
Deals with internal stakeholders

· Executes the upsell strategy and achieves all goals as set by management and cooperates with the Front Office Support team in promoting inter-resort sales and in-house restaurants and facilities.

· Cooperates closely with the Food & Beverage and housekeeping teams to ensure a seamless In-Suite dining and cleaning experience. Acts as a link for residents with all other areas of the resort.

· Addresses any security incidents and resident complaints to the Head of Resident Relations & Services and reacts proactively when appropriate.

Qualifications

Knowledge and Experience

• Female & Male applicants are welcome.
• Diploma or Certificate in Hospitality or related field preferred.
• Minimum 1-2 years of relevant experience in hospitality, front office, or guest services.
• Excellent communication skills in English; the ability to speak other language and / or a basic understanding of other languages is an advantage.
• Professional grooming and a polished appearance.
• High attention to detail with a guest-first mindset.

Skills & Qualifications

• Possesses strong interpersonal skills.
• Ascertains and addresses guest/colleague needs.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
• Prioritises and organises work assignments and delegates work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and resort information.
• Possesses good computer skills.
• Embraces and responds to change effectively.
• Creative and experiential focus.
• Possess good local market knowledge.
• Multi-cultural understanding.

Additional Information

Benefits of Joining The Straits Resorts (Medini) Sdn Bhd

• Duty Meals are provided.
• 6-day Work Week.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.

KEY PERFORMANCE INDICATORS (KPIs)

• Guest satisfaction scores 80%
• Speed & accuracy of guest request handling
• Interdepartmental communication effectiveness
• Service consistency and adherence to luxury standards
• Complaint resolution efficiency
• Adheres to Work Safety and Health (WSH) policies and procedures.