Front Office Associate

Job Title: Front Office Associate

About the Role

The front office at Loop by Zolo is crucial for creating the brand's first and last impression. This role ensures every guest interaction is handled with clarity, warmth, and discipline to provide seamless stays and achieve consistent 5-star ratings. The Front Office Associate actively owns the guest experience, ensuring guests feel welcomed, supported, and delighted.

Key Responsibilities

• Own the guest journey end-to-end — from pre-arrival to checkout
• Deliver smooth, fast, and warm check-in and check-out experiences
• Handle all guest interactions with clarity and professionalism
• Ensure all service requests and issues are resolved quickly
• Drive 5-star reviews through consistent guest engagement
• Represent the brand with energy and hospitality

What you will be responsible for

• Manage Pre-Arrival Guest Experience
• Call guests before arrival to confirm booking and expectations
• Provide clear directions, check-in details, and support
• Set the tone for a smooth arrival experience
• Deliver Seamless Check-in & Check-out
• Ensure fast, smooth, and error-free check-in
• Welcome guests with warmth and professionalism
• Handle check-out efficiently with proper closure
• Ensure no delays or confusion for guests
• Handle Guest Interaction & Service Requests
• Be the primary point of contact for all guest queries
• Respond promptly and politely to all requests
• Coordinate with housekeeping and other teams for service delivery
• Ensure every request is closed properly
• Manage Guest Complaints & Escalations
• Handle guest concerns calmly and professionally
• Take ownership of issues and drive resolution
• Escalate when required and follow through till closure
• Ensure guest leaves satisfied
• Drive Guest Engagement & Reviews
• Proactively interact with guests during their stay
• Identify happy guests and encourage 5-star reviews
• Ensure guest feedback is captured and acted upon
• Build a positive and memorable experience
• Ensure Process Discipline & Accuracy
• Follow all front office SOPs consistently
• Maintain accuracy in guest details and records
• Ensure coordination across teams is smooth
• Adhere to daily routines and checklists

Requirements & Tech Stack

• Comfortable speaking in English + local language
• Basic comfort with systems and coordination

Qualifications

• Enjoy interacting with people and making them comfortable
• Take ownership of guest experience end-to-end
• Communicate clearly and confidently
• Disciplined and do not miss processes
• Remain calm and professional under pressure
• Desire to build a career in hospitality operations

Experience we value

• Fresh graduates from hospitality institutes (preferred)
• Freshers from other backgrounds with strong communication
• 0–1 year experience in front office / guest handling roles (optional)
• Hospitality background is preferred but not mandatory. Communication, ownership, and discipline are critical.