Job Purpose
To support the Front Office team in day-to-day operations while gaining practical knowledge and experience in guest services, check-in and check-out procedures, guest communication, and basic administrative activities under the guidance of supervisors and senior team members.
Primary Responsibilities
- Assist the Front Office team in providing efficient, courteous, and professional service to guests.
- Support the team in ensuring smooth and efficient check-in and check-out processes under supervision.
- Assist in handling basic guest queries and requests and escalate complex matters to the supervisor.
- Welcome and assist guests in a friendly and professional manner.
- Assist in maintaining the Front Office logbook, shift reports, and other departmental records.
- Support the team in maintaining accurate records of banquet functions and other hotel events, as required.
- Assist in answering telephone calls and directing them to the appropriate department or person.
- Support appointment, meeting, and event coordination as instructed.
- Assist with basic administrative activities such as photocopying, scanning, filing, and documentation.
- Assist in maintaining the reception area in a clean, organised, and presentable condition.
- Support the team in coordinating with other departments for day-to-day operational requirements.
- Assist in maintaining and updating guest-related information and records as instructed.
- Learn and follow Front Office procedures, service standards, and the Procedures & Standards Manual.
- Maintain confidentiality of guest and hotel information at all times.
- Assist with other reasonable duties assigned by the Management of the Hotel.
Learning & Development Responsibilities
- Develop knowledge of Front Office operations and hotel services.
- Learn standard procedures for guest interaction, check-in, check-out, and handling guest requests.
- Observe and learn professional communication and telephone etiquette.
- Gain knowledge of the hotel's facilities, outlets, services, and guest amenities.
- Attend all departmental briefings, training sessions, and meetings as assigned.
- Seek guidance from supervisors and senior team members whenever required.
- Demonstrate willingness to learn and continuously improve service skills.
General Responsibilities
- Report for duty on time and in proper uniform with appropriate grooming and personal hygiene.
- Follow hotel safety, security, fire, and emergency procedures.
- Maintain professional behaviour and a positive attitude towards guests and colleagues.
- Follow all departmental policies, procedures, and service standards.
- Perform other reasonable duties assigned by the Management of the Hotel.