Front Office

1. Job Summary

The Front Office Staff serves as the primary point of contact for guests, clients, and visitors. This role is responsible for welcoming guests, handling check-in and check-out procedures, managing incoming calls and correspondence, providing accurate information, and resolving basic inquiries or concerns to maintain a high standard of customer satisfaction and corporate image.

2. Key Responsibilities

• Greet visitors, guests, and clients in a warm, friendly, and professional manner.

• Manage check-in and check-out processes (for hospitality/accommodation) or visitor registration (for corporate offices).

• Verify guest identification, required documentation, and payment methods.

• Provide clear and accurate information regarding facilities, services, policies, and local attractions/directions.

• Answer, screen, and forward incoming phone calls and manage incoming emails or messages promptly.

• Record and update reservation details and guest logs in the database or Property Management System (PMS).

• Handle walk-in, telephone, and electronic reservations.

• Coordinate effectively with Housekeeping, Maintenance/Engineering, and Security teams to ensure room/facility readiness and guest satisfaction.

• Prepare daily operational reports (such as occupancy logs, guest lists, or visitor/mail registers).

• Process guest payments (cash, credit/debit cards, bank transfers, or electronic payments) accurately.

• Manage Front Office petty cash and compile daily transaction reports.

• Issue invoices, receipts, or proof of payment to guests/clients.

• Listen to, record, and address guest requests or complaints promptly and professionally.

• Escalate complex or severe complaints to the Front Office Manager or Supervisor when necessary.

• Maintain lobby area security and ensure adherence to visitor registration and safety procedures.

3. Job Requirements & Qualifications

• Education: High School Diploma / Vocational High School in Tourism/Hospitality, or Associate/Bachelor’s Degree in Hospitality Management, Languages, Business Administration, or a related field.

• Experience: Minimum 1 year of experience in Front Office, Reception, or Customer Service (fresh graduates with relevant internship experience are welcome to apply).

• Language Skills: Fluent in written and spoken English and local language; knowledge of additional languages is a plus.

• Technical Skills:

  • Proficient in computer operations and office software (Microsoft Office / Google Workspace).

  • Familiarity with Property Management Systems (PMS) or booking software is an advantage.

• Interpersonal Skills & Attributes:

  • Neat, professional, and well-groomed appearance.

  • Strong service-oriented mindset, empathetic, and approachable.

  • Ability to work independently as well as part of a team.

  • Excellent multi-tasking, time management, and problem-solving skills under pressure.