Guest Services Executive (Front Desk)
Roles & Responsibilities
The Guest Services Executive (Front Office) is the first point of contact for hotel guests and visitors, responsible for delivering professional, courteous, and efficient front desk service. The role supports smooth front office operations by managing guest check-in/check-out, handling inquiries and reservations, coordinating with other departments, and maintaining accurate records in line with hotel policies.
Key Responsibilities
Guest Services & Front Desk Operations
Greet all guests warmly upon arrival and provide a professional first impression of the hotel.
Process guest check-ins and check-outs accurately, including room assignments, rate verification, and payment handling.
Resolve guest requests and complaints promptly, escalating to the Front Office Manager or relevant department when necessary.
Provide information on hotel facilities, services, local attractions, and transportation.
Manage VIP arrivals, special requests, and personalized guest preferences in coordination with the Front Office Manager.
Handle inbound phone calls, emails, and in-person enquiries regarding room availability, rates, and bookings.
Maintain accurate guest communication logs and ensure follow-up on pending requests.
Coordinate with Housekeeping, Maintenance, and other departments on room status, special requests, and VIP arrangements.
Prepare and maintain daily front office reports (e.g., occupancy, arrivals, departures, revenue summaries) as required.
Handle incoming and outgoing mail, courier, and guest parcels with proper documentation.
Ensure all guests and visitors are properly registered and comply with hotel security and immigration procedures.
Follow hotel safety and security protocols, including access control, emergency procedures, and incident reporting.
Maintain confidentiality of guest information and internal data in line with company and legal requirements.
Tell employers what skills you have
Resolve Guest Complaints
VIP management
room bookings
Hotel Operations
Contractual Requirements
Flight Check-In Operations
Hotel Reservation Systems
Rates
Access Control Management
Receive the incoming mail
Hotel Design
Email
Managing Reports