Front Office / Guest Relations Executive

Job Description

The Front Office / Guest Relations Executive serves as a key point of contact for hotel guests throughout their stay. The position handles check-in, check-out, reservations, guest requests, and general enquiries. The role requires excellent communication and customer-service skills to create a welcoming and professional guest experience. The executive also coordinates with other hotel departments to ensure guest requirements are handled efficiently.

Key Responsibilities:

Welcome guests and provide professional check-in and check-out services.
Handle guest enquiries, requests, complaints, and service recovery.
Process reservations, room allocations, modifications, and cancellations.
Provide information about hotel facilities, services, and local attractions.
Coordinate guest requests with housekeeping, maintenance, F&B, and other departments.
Maintain accurate guest records and update information in hotel systems.
Handle payments, invoices, deposits, and other front-desk transactions.
Promote hotel facilities, packages, upgrades, and additional services.
Follow hotel security, privacy, safety, and customer-service procedures.
Maintain professional relationships with guests and encourage repeat visits.