Front Office Executive

Position Overview

The Front Office Executive is responsible for creating a positive first impression and ensuring an exceptional guest experience. The individual handles guest arrivals and departures, and attends to guests' enquiries, requests, as well as concerns and feedback with professionalism and performs inter-departmental communications to address the needs of guests.

The Role

Front Office Operations

• Review all reservation information and traces
• Assign rooms according to guest preference and request
• Communicate VIP and repeat guest arrivals to the Culturist team for amenity arrangement
• Handle room reservation requests for call-in or walk-in guests
• Coordinate with housekeeping to track and maintain accurate room status information
• Carry out check-in and check-out processes
• Set up accurate accounts for each reservation during guest registration and update guest profile
• Prepare guest registration card and room key
• Escort guest to room and provide room orientation
• Promote accommodation packages, loyalty programmes and food and services offerings to guests
• Perform upselling and suggestive selling
• Report irregularities within the work area to appropriate persons and departments for rectification
• Safekeep cash float, perform cashier-related functions and foreign exchange transactions
• Handle incoming calls to address guests' requests or route calls to the relevant channels for follow-up
• Handle guest account billing and resolve any disputed charges
• Generate and check reports for accuracy
• Liaise with Culturist and Bell teams for guest transportation

Talent Profile