Senior Executive (Front Office)
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 efficiently to maintain satisfaction and service standards.
- Manage cashiering duties including billing, posting, and payment reconciliation.
- Serve as the shift leader, ensuring smooth operations during assigned shifts.
- Support concierge duties, including transport, luggage assistance, and guest requests.
- Monitor lobby presentation and ensure readiness for service at all times.
- Assist with mobile, kiosk, and digital guest touchpoints, including StarRez system operations, delivery robot and guest chat management.
Team Supervision & Development
- Supervise and guide Front Office Executives and Associates during daily operations.
- Conduct on-the-job coaching and ensure compliance with SOPs and service expectations.
- Assist in training new hires, reinforcing hotel procedures, and maintaining team morale.
- Support roster planning and ensure smooth shift handovers.
Administrative & Financial Duties
- Verify shift reports, cashier summaries, and guest feedback logs.
- Assist in maintaining inventory of Front Office supplies.
- Ensure accuracy in billing, posting, and payment processes.
- Support Assistant Manager in compiling operational data and performance metrics.
Collaboration & Communication
- Coordinate with Housekeeping, Engineering, and other departments to ensure seamless service.
- Communicate important updates, guest issues, and operational feedback to the Assistant Manager.
- Participate actively in daily briefings and inter-departmental meetings.
Safety & Crisis Management
- Assist in emergency situations following hotel safety and evacuation protocols.
- Report safety or security concerns promptly to management.
- Maintain readiness for emergency response and guest safety situations.
Qualifications
Education and Experience
- Diploma in Hospitality, Tourism, or related field preferred but not mandatory.
- Minimum 2–3 years of experience in front office or guest service roles, ideally with supervisory exposure.
- Knowledge of front office systems such as StarRez preferred.
- Strong interpersonal, communication, and problem-solving skills.
- Ability to perform cashiering and handle financial transactions accurately.
- Flexible to work rotating shifts, weekends, and public holidays.
Skills and Abilities
- Excellent customer service and communication skills.
- Strong leadership and organizational abilities.
- Attention to detail and high level of professionalism.
- Proficiency in MS Office and hotel management systems.
- Ability to multitask and remain calm under pressure.
Key Competencies
- Service-driven mindset focused on guest satisfaction.
- Leadership and accountability in shift operations.
- Team player with strong coordination and communication skills.
- Adaptability and initiative in pre-opening environments.
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