Front Office Executive

About the Role

• Manage the daily operations of the front office and guest services teams, ensuring outstanding service for all guests.
• Manage check-in and check-out processes, resolve guest concerns, and lead front desk agents and guest service representatives to meet hotel service standards.
• Deliver memorable experiences that enhance the guest stay.

Key Responsibilities

• Oversee daily front office operations, including guest service, registration, room inventory, and adherence to policies and standards.
• Track guest satisfaction, address service issues, and guide the team to implement improvements.
• Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth.
• Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
• Welcome guests, respond to inquiries, and resolve concerns promptly.
• Review VIP reservations and ensure an elevated and seamless check-in and check-out experience.
• Supervise and support front office team members, monitor performance, provide coaching, and foster a positive work environment.

Qualifications

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail.
• Ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English.
• Additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Core Values

• A passion for spreading the light and warmth of Hospitality.
• Acting with Integrity.
• Leadership.
• Teamwork.
• Ownership and accountability.
• Focus on the Now, bringing urgency and discipline.