Key Responsibilities

• Oversee the daily operations of the Front Office, including Reception, Concierge, Bell Desk, Guest Services, and related areas.
• Ensure smooth check-in and check-out procedures and maintain high service standards.
• Welcome VIPs, repeat guests, and special guests and ensure their requirements are properly coordinated.
• Monitor guest satisfaction and proactively address guest complaints and concerns.
• Handle escalated guest issues professionally and ensure timely resolution.
• Act as the Manager on Duty and take responsibility for overall resort operations during the assigned shift.
• Coordinate closely with Housekeeping, F&B, Engineering, Security, Finance, and other departments.
• Monitor room status, arrivals, departures, room allocations, and special requests.
• Ensure all Front Office procedures, cash-handling procedures, and hotel policies are strictly followed.
• Review and monitor daily reports, logs, handovers, and operational records.
• Ensure accurate billing and proper handling of guest accounts in coordination with the relevant departments.
• Monitor Front Office staffing, attendance, grooming, and performance during the shift.
• Conduct shift briefings and ensure important information is communicated effectively to the team.
• Coach, guide, and support Front Office colleagues to maintain service excellence.
• Assist with training and development of Front Office team members.
• Ensure all guest requests and follow-ups are properly recorded and completed.
• Manage emergency situations and coordinate with Security and other relevant departments when required.
• Ensure compliance with health, safety, security, and emergency procedures.
• Maintain confidentiality of guest and hotel information.
• Prepare and submit relevant reports and ensure proper shift handover.
• Identify operational challenges and recommend improvements to the Front Office Manager.
• Perform any other duties and responsibilities assigned by the management.

Guest Experience

• Maintain a warm, professional, and personalized approach with all guests.
• Ensure guest feedback is acknowledged and acted upon promptly.
• Follow up with guests after resolving complaints to ensure satisfaction.
• Promote hotel/resort facilities, services, and activities where appropriate.
• Maintain strong relationships with repeat guests and VIPs.

Qualifications & Experience

• Diploma or Bachelor's degree in Hotel Management, Hospitality, or a related field.
• Minimum 2–3 years of Front Office experience, preferably in a luxury hotel or resort.
• Previous experience in a supervisory or Duty Manager role is preferred.
• Strong knowledge of Front Office operations and hotel PMS systems.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to work independently and remain calm under pressure.
• Strong leadership and team-management skills.
• Guest-oriented with excellent attention to detail.
• Flexible to work shifts, weekends, and public holidays.