Senior Executive (Front Office)

Job Description

Guest Services & Operations

• Provide professional front desk services including check-in, check-out, registration, and room assignment.
• Handle guest inquiries, feedback, and complaints efficiently to maintain satisfaction and service standards.
• Manage cashiering duties including billing, posting, and payment reconciliation.
• Serve as the shift leader, ensuring smooth operations during assigned shifts.
• Support concierge duties, including transport, luggage assistance, and guest requests.
• Monitor lobby presentation and ensure readiness for service at all times.
• Assist with mobile, kiosk, and digital guest touchpoints, including StarRez system operations, delivery robot and guest chat management.

Team Supervision & Development

• Supervise and guide Front Office Executives and Associates during daily operations.
• Conduct on-the-job coaching and ensure compliance with SOPs and service expectations.
• Assist in training new hires, reinforcing hotel procedures, and maintaining team morale.
• Support roster planning and ensure smooth shift handovers.

Administrative & Financial Duties

• Verify shift reports, cashier summaries, and guest feedback logs.
• Assist in maintaining inventory of Front Office supplies.
• Ensure accuracy in billing, posting, and payment processes.
• Support Assistant Manager in compiling operational data and performance metrics.

Collaboration & Communication

• Coordinate with Housekeeping, Engineering, and other departments to ensure seamless service.
• Communicate important updates, guest issues, and operational feedback to the Assistant Manager.
• Participate actively in daily briefings and inter-departmental meetings.

Safety & Crisis Management

• Assist in emergency situations following hotel safety and evacuation protocols.
• Report safety or security concerns promptly to management.
• Maintain readiness for emergency response and guest safety situations.

Qualifications

Education and Experience

• Diploma in Hospitality, Tourism, or related field preferred but not mandatory.
• Minimum 2–3 years of experience in front office or guest service roles, ideally with supervisory exposure.
• Knowledge of front office systems such as StarRez preferred.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to perform cashiering and handle financial transactions accurately.
• Flexible to work rotating shifts, weekends, and public holidays.

Skills and Abilities

• Excellent customer service and communication skills.
• Strong leadership and organizational abilities.
• Attention to detail and high level of professionalism.
• Proficiency in MS Office and hotel management systems.
• Ability to multitask and remain calm under pressure.

Key Competencies

• Service-driven mindset focused on guest satisfaction.
• Leadership and accountability in shift operations.
• Team player with strong coordination and communication skills.
• Adaptability and initiative in pre-opening environments.