Front Office (Riser)

Key Responsibilities
Guest Reception & Welcome
Welcome guests warmly and professionally upon arrival.
Assist guests with check-in and check-out procedures efficiently.
Handle guest registration, room allocation, and key issuance.
Provide information about hotel facilities, services, and local attractions.
Guest Service & Relations
Attend to guest queries, requests, and complaints promptly.
Ensure personalized and courteous service at all times.
Coordinate with other departments to fulfill guest requirements.
Follow up on guest feedback to ensure satisfaction.
Assist VIP guests and special-occasion arrangements as required.
Front Desk Operations
Handle guest accounts, billing, payments, and cash transactions accurately.
Maintain proper records of guest information and daily transactions.
Handle telephone calls, messages, and guest inquiries professionally.
Coordinate room status updates with the Housekeeping Department.
Ensure smooth shift handovers and maintain accurate logs.
Communication & Coordination
Maintain effective coordination with Housekeeping, Food & Beverage, Security, and other departments.
Communicate guest preferences and special requests to relevant teams.
Ensure all guest requests are followed up and resolved within the expected time.
Standards & Compliance
Adhere to hotel policies, standard operating procedures, and grooming standards.
Maintain guest confidentiality and data privacy.
Follow safety, security, and emergency procedures.
Maintain a clean, organized, and professional front desk area.
Qualifications & Experience
Diploma or Bachelor's degree in Hotel Management, Hospitality, or a related field.
0–2 years of experience in Front Office or Guest Relations; freshers with a positive attitude may also apply.
Basic knowledge of hotel operations and front office procedures.
Familiarity with hotel PMS software is an advantage.
Required Skills & Competencies
Excellent verbal and written communication skills.
Pleasant personality with a guest-oriented approach.
Strong interpersonal and customer service skills.
Good problem-solving and complaint-handling abilities.
Attention to detail and accuracy.
Ability to multitask and work under pressure.
Professional grooming and positive body language.
Flexibility to work rotational shifts, weekends, and holidays.
Key Performance Indicators (KPIs)
Guest satisfaction and feedback scores.
Efficient check-in and check-out processes.
Timely resolution of guest complaints and requests.
Accuracy in billing and front desk transactions.
Compliance with hotel SOPs and service standards.
Positive guest reviews and service feedback.
Expected Behavioural Attributes
Guest-first attitude.
Team player with a proactive approach.
Empathy, patience, and professionalism.
Ownership and accountability.
Willingness to learn and continuously improve.

Experience
0 - 2 Years

Employment type
Fixed Term Contract- Staff

Work arrangement
No