· Guest Handling & Customer Service:
- Greet guests warmly and professionally on arrival and departure
- Perform check-in/check-out procedures efficiently using the PMS (Property Management System)
- Provide accurate information regarding hotel services, local attractions, and directions
- Handle guest requests, inquiries, and complaints promptly, aiming to exceed expectations
- Ensure guest feedback is recorded and reported to superiors for follow-up
· Reservation & Front Desk Operations:
- Manage room reservations through calls, emails, walk-ins, and OTA systems
- Update and maintain guest records accurately
- Coordinate with housekeeping for room readiness and special guest requirements
- Process payments, prepare invoices, and maintain shift-wise cash handling records
· Coordination & Communication:
- Maintain effective communication with other departments (housekeeping, F&B, engineering)
- Ensure smooth handover between shifts with detailed shift reports
- Liaise with travel agents, corporate clients, and tour operators when required
· Safety, Security & SOP Compliance:
- Adhere to hotel safety, hygiene, and grooming standards
- Follow front office SOPs for emergencies and security incidents
- Report any unusual activity or potential risks to