Senior Front Office Executive

1. Guest Relations & Service

Welcome and assist guests professionally.

Handle check-in and check-out procedures.

Resolve guest complaints and service issues.

Ensure high guest satisfaction and personalized service.

Handle VIP and repeat guests.

2. Front Desk Operations

Supervise daily front desk operations.

Manage room allocations, upgrades, extensions, and early check-ins/late check-outs.

Monitor arrivals, departures, room status, and special requests.

Ensure accurate billing and payment procedures.

3. Team Supervision

Supervise Front Office Executives/Associates.

Allocate shifts and daily responsibilities.

Train and coach junior staff.

Monitor staff performance and grooming standards.

Conduct briefings and ensure proper handovers.

4. Coordination

Coordinate closely with Housekeeping, F&B, Engineering, Security, Reservations, and Accounts.

Follow up on room readiness and maintenance issues.

Communicate guest requests to the relevant departments.

5. Revenue & Sales Support

Support room upselling and maximize room revenue.

Promote hotel facilities and services.

Monitor occupancy and room availability.

Assist with group bookings and special events when required.

6. Cash & Documentation

Monitor cashier operations and shift closing.

Verify billing and payment records.

Maintain accurate guest records and reports.

Ensure compliance with hotel policies and SOPs.

7. Leadership & Administration

Act as the senior person on duty when required.

Handle escalated guest complaints.

Prepare daily operational reports.

Ensure SOPs, safety procedures, and hotel standards are followed.