Team Member Front Office

Department

Front Office

Reports To

Front Office Supervisor / Duty Manager / Front Office Manager

Job Purpose

To provide efficient, courteous, and professional guest service by handling guest arrivals, departures, inquiries, and requests, ensuring a positive and memorable guest experience at all times.

Key Responsibilities

Guest Services

• Welcome guests warmly and professionally upon arrival.
• Perform check-in and check-out procedures according to hotel standards.
• Handle guest inquiries, requests, and complaints promptly and effectively.
• Provide accurate information regarding hotel services, facilities, and local attractions.
• Ensure guest satisfaction throughout their stay.

Reception Operations

• Manage room reservations, amendments, and cancellations.
• Process guest payments and maintain accurate billing records.
• Verify guest details and ensure proper registration procedures.
• Maintain the front desk area in a clean and organized manner.
• Coordinate with Housekeeping, Engineering, Security, and other departments regarding guest needs.

Communication

• Answer telephone calls professionally and direct them to the appropriate department.
• Relay important guest information and special requests to relevant departments.
• Maintain effective communication during shift handovers.

Administrative Duties

• Prepare daily reports and documentation as required.
• Handle cash, credit card transactions, and foreign currency according to hotel procedures.
• Maintain confidentiality of guest and hotel information.
• Ensure compliance with hotel policies, procedures, and service standards.

Health, Safety & Security

• Follow all hotel safety, security, and emergency procedures.
• Report any safety hazards, incidents, or suspicious activities immediately.
• Ensure compliance with hotel's health and safety regulations.

Qualifications & Requirements

• SPM, Diploma, or equivalent qualification in Hospitality Management or related field.
• Previous experience in hotel front office operations is an advantage.
• Good communication skills in English; additional languages are an advantage.
• Computer literacy and familiarity with hotel Property Management Systems (PMS).
• Pleasant personality with a customer-service mindset.
• Able to work on shifts, weekends, and public holidays.
• Strong interpersonal and problem-solving skills.

Competencies

• Customer Service Excellence
• Communication Skills
• Teamwork and Collaboration
• Attention to Detail
• Professional Appearance and Grooming
• Time Management
• Problem Solving
• Adaptability and Flexibility

Key Performance Indicators (KPIs)

• Guest Satisfaction Scores
• Check-in and Check-out Efficiency
• Accuracy of Billing and Cash Handling
• Response Time to Guest Requests
• Compliance with Hotel Standards and Procedures
• Attendance and Punctuality