Liberte HR is partnered with an international 5-star hotel located in the heart of Orchard Road to source for a Front Office Executive. The role will see you warmly welcome and register guests, provide attentive service, handle check-ins and check-outs, and address any challenges guests may experience during their stay.
Responsibilities:
- Completing the guest registration process by accurately inputting and retrieving information, confirming guest details, and room rates.
- Working closely with team members to achieve departmental goals.
- Introducing loyalty programs to new guests and ensuring benefits for current members are applied.
- Guiding guests to their rooms, delivering room keys, and offering tokens of appreciation.
- Accurately managing guest accounts, including room and service charges.
- Assisting with various payment types, including vouchers and traveler's checks.
- Greeting guests with warmth, responding to inquiries about hotel amenities and events.
- Addressing special guest requests or forwarding them to appropriate team members.
- Handling phone and email inquiries, noting special requirements and communicating them with the team.
- Retrieving and delivering guest messages, mail, and other items as needed.
- Recording and resolving guest complaints promptly and diplomatically.
- Staying composed during high-activity periods and emergencies, applying sound judgment.
- Participating in training to enhance service standards and develop team skills.
- Contributing ideas for service improvements, showing creativity in enhancing guest and team experiences.
- Ensuring personalized service for VIPs and collaborating with Sales and Reservations for corporate guests.
- Facilitating efficient check-outs, verifying account details for accuracy.
- Participating in daily briefings, shift handovers, and reviewing the logbook.
- Completing daily front desk tasks, including checklists, credit checks, and online backups.
- Following hotel pricing strategies, offering value-based rates, and maintaining rate integrity.
- Promoting room upgrades to drive revenue while providing value for guests.
Qualifications:
- Previous experience of 1-2 years in a similar role is preferred.
- Proficiency in utilising Hotel Front Office Software such as Opera
- Excellent interpersonal skills and the ability to manage internal and external guest interactions with tact and diplomacy.
- Ability to work under pressure, especially during high-activity periods.
