Job Description

Guest Services & Operations

• Provide professional front desk services including check-in, check-out, registration, and room assignment.
• Handle guest inquiries, feedback, and complaints promptly to maintain satisfaction and service standards.
• Manage cashiering duties including billing, posting, and payment reconciliation.
• Serve as shift leader, ensuring smooth operations during assigned shifts.
• Support concierge functions including transport arrangement, luggage assistance, and guest requests.
• Monitor lobby presentation and ensure readiness for service at all times.
• Assist with digital guest touchpoints including mobile, kiosk, and self-service channels, as well as StarRez system operations, delivery robot coordination, and guest chat management.

Team Supervision & Development

• Supervise and guide Front Office Executives and Associates in daily operations.
• Conduct on-the-job coaching and ensure adherence to SOPs and service standards.
• Support the onboarding of new hires, reinforce hotel procedures, and maintain team morale.
• Assist with roster planning and ensure effective shift handovers.

Administrative & Financial Duties

• Verify shift reports, cashier summaries, and guest feedback logs.
• Maintain adequate inventory of Front Office supplies.
• Ensure accuracy in billing, posting, and payment processes.
• Support the Assistant Manager in compiling operational data and performance metrics.

Collaboration & Communication

• Coordinate with Housekeeping, Engineering, and other departments to ensure seamless service delivery.
• Communicate guest issues, operational updates, and feedback to the Assistant Manager in a timely manner.
• Participate actively in daily briefings and inter-departmental meetings.

Safety & Crisis Management

• Respond to emergency situations in accordance with hotel safety and evacuation protocols.
• Report safety or security concerns promptly to management.
• Maintain readiness for emergency response and guest safety situations.

Qualifications

Education & Experience

• Diploma in Hospitality, Tourism, or a related field preferred.
• Minimum 2–3 years of experience in front office or guest services, with some supervisory exposure preferred.
• Knowledge of front office systems such as StarRez an advantage.
• Proficient in MS Office and hotel management systems.
• Able to perform cashiering and handle financial transactions accurately.
• Flexible to work rotating shifts, weekends, and public holidays.

Skills & Abilities

• Strong interpersonal and communication skills, with the ability to engage guests and colleagues professionally.
• Demonstrated leadership and organisational ability.
• High attention to detail and a consistently professional approach.
• Ability to multitask and remain composed under pressure.

Key Competencies

• Service-oriented mindset with a genuine focus on guest satisfaction.
• Takes ownership and demonstrates accountability in shift operations.
• Collaborative team player with strong coordination and communication skills.
• Adaptable and self-motivated in a fast-paced, dynamic environment.