Front Office Executive

Position Overview

• Greet and assist guests warmly, addressing their inquiries promptly with comprehensive knowledge about the resort and local area.
• Manage VIP guest arrivals with thorough pre-registration procedures and ensure their seamless experience.
• Assign rooms based on guest preferences and gather feedback to handle service improvements immediately.

Key Duties and Responsibilities

• Welcome guests upon check-in and bid them farewell during check-out procedures.
• Efficiently resolve guest complaints and concerns in a timely manner.
• Monitor VIP guest schedules including arrivals and departures.
• Balance multiple tasks effectively in a hectic setting.
• Maintain accurate information about the resort, city attractions, room availability, rates, promotions, and packages.
• Facilitate guest check-ins/check-outs smoothly, avoiding delays or discomfort.
• Update guest folios precisely, noting preferences and special requests.
• Coordinate closely with housekeeping to prepare rooms for new arrivals.
• Gather and document guest feedback on departures to enhance service quality.
• Perform cashier duties as needed.
• Provide guided tours of the property when guests request.
• Follow all house rules, policies, and maintain strict grooming and hygiene standards.
• Continuously enhance personal skills and knowledge relevant to the hospitality sector.
• Operate phones professionally, delivering accurate information to guests.
• Adhere to shift schedules including days, evenings, weekends, and holidays.

Essential Skills and Qualities

• Fluent command of English for both written and spoken communication.
• Strong organizational skills, great attention to detail, and effective time management.
• Team-oriented with a clear guest service focus and positive, engaging personality.
• Ability to follow both written and oral instructions and seek clarifications when necessary.
• Working knowledge of MS Office applications.
• Basic understanding of wellness concepts is beneficial but not compulsory.

Desired Profile and Experience

• Bachelor’s degree in Hospitality Management or Tourism Management or equivalent.
• 4 to 6 years of demonstrated experience as a Guest Relations Executive within the hospitality or service industry.
• Exemplary customer service skills complemented by excellent communication and active listening abilities.
• Professional appearance and behavior, serving as a role model for colleagues.
• Adaptability to varying situations and sound decision-making capabilities.
• Experience in hospitality sectors focusing on naturopathy or wellness resorts is advantageous.