Key Responsibilities
Key Responsibilities
Welcome arriving guests genuinely and warmly, recognising returning guests whenever possible.
Complete checkin and checkout processes accurately and efficiently.
Create personalised arrival experiences beyond simple transactions.
Brief guests on restaurants, experiences, facilities and services.
Handle room reservations, amendments and guest enquiries.
Monitor room status and coordinate with Housekeeping for readiness.
Maintain accurate guest profiles within the Property Management System.
Capture and update guest preferences and history for future stays.
Identify duplicate profiles and maintain accurate records.
Process guest payments accurately and securely.
Handle cashiering, invoices, PDQ transactions and Front Office financial duties.
Handle approved foreign currency transactions per company procedures.
Maintain accurate records, reports and documentation.
Respond promptly to calls and guest enquiries.
Coordinate guest requests with Housekeeping, Maintenance, F&B, Security and other departments.
Follow up on requests and ensure completion.
Identify guest concerns early and take appropriate action.
Resolve reasonable concerns within authority and escalate when needed.
Record guest feedback and communicate during shift handovers.
Maintain an organised, professional and welcoming Front Desk.
Protect guest information and maintain confidentiality.Turn Guests into Rafikis
Turn Guests into Rafikis
Build genuine relationships, not transactions.
Learn names, remember faces and understand preferences.
Notice birthdays, anniversaries and follow up on conversations.
Recognise returning guests and create familiarity.
Ensure guests feel known and valued throughout their stay.Commercial Awareness
Commercial Awareness
Identify opportunities to increase guest spend naturally.
Upsell room categories and promote hotel packages.
Recommend restaurants, dining experiences and room extensions.
Identify opportunities for future stays.
Understand current promotions and contribute to revenue (adsbygoogle=window.adsbygoogle||[]).push({});targets.
Recommend relevant products based on guest needs.What We Are Looking For
What We Are Looking For
Diploma in Hotel Management, Front Office Operations or relevant qualification.
Relevant degree an added advantage.
Proven experience in Front Office or guestfacing hospitality roles.
Experience in 4 or 5 star, lifestyle or boutique hotels preferred.
Handson experience with Property Management Systems (Opera).
Experience handling checkins, checkouts, reservations and enquiries.
Experience with cashiering, invoices, cash handling and PDQ terminals.
Basic bookkeeping and numerical accuracy.
Good Microsoft Word and Excel skills.
Confidence using multiline telephone systems and Front Office equipment.
Excellent spoken and written English.
Strong communication and interpersonal skills.
Warm, expressive and engaging personality.
Strong organisational ability and attention to detail.
Composure and productivity during busy periods.
Confidence handling guest complaints and difficult situations.
Commercial awareness and contribution to revenue targets.
High standards of honesty, integrity and confidentiality.