Front Office Executive
Botanix Nature Resort
Job Description
About the Role
We are looking for a professional and guest-focused Front Office Executive to join our team at Botanix Nature Resort. The role will be responsible for managing the guest experience from arrival to departure, handling front desk operations, coordinating with different departments, and ensuring smooth and efficient service throughout the guest's stay.
Key Responsibilities
Guest Handling & Front Desk Operations
* Welcome and greet guests in a warm, professional, and courteous manner.
* Handle guest check-ins and check-outs efficiently and accurately.
* Verify guest details, room allocation, identification, and required documentation.
* Provide information about resort facilities, services, activities, dining options, and local attractions.
* Handle guest requests, queries, complaints, and feedback professionally and ensure timely resolution.
* Maintain a high standard of guest service throughout the guest's stay.
Reservations & Coordination
* Coordinate with the Reservations team regarding room availability, bookings, cancellations, and special requests.
* Ensure accurate communication of guest requirements to Housekeeping, F&B, Maintenance, and other relevant departments.
* Monitor arrivals, departures, VIP guests, special occasions, and other important guest requirements.
* Coordinate room readiness with Housekeeping before guest arrival.
* Ensure smooth handover of guest information between shifts.
Billing & Cash Handling
* Prepare and maintain guest bills accurately and coordinate with the Accounts team wherever required.
* Handle cash, card, and other approved payment methods as per resort procedures.
* Ensure proper documentation of payments, refunds, discounts, and other transactions.
* Maintain accurate records and complete shift closing procedures.
Guest Experience & Upselling
* Identify opportunities to promote resort services such as F&B, activities, events, room upgrades, and other paid services.
* Assist in creating a positive and personalised guest experience.
* Follow up on guest requests and ensure closure within the expected timeframe.
* Collect and communicate guest feedback to the relevant manager.
Operational Responsibilities
* Maintain accurate front office records, registers, reports, and shift handover notes.
* Follow all Front Office SOPs, resort policies, and service standards.
* Maintain confidentiality of guest information.
* Ensure the reception and front desk area is clean, organised, and presentable.
* Support the team during high occupancy, events, weddings, and other peak periods.
* Escalate operational or guest-related issues to the Front Office Manager / Operations Manager when required.
Key Performance Indicators (KPIs)
* Guest satisfaction and feedback
* Accuracy and efficiency of check-in/check-out
* Timely resolution of guest requests and complaints
* Accuracy of billing and front office records
* Room readiness and interdepartmental coordination
* Upselling of resort services and upgrades
* Compliance with Front Office SOPs
* Professionalism, grooming, and communication
* Shift handover and reporting accuracy
Required Skills & Competencies
* Good verbal and written communication skills.
* Strong guest-handling and interpersonal skills.
* Pleasant personality and professional grooming.
* Ability to remain calm and professional while handling difficult situations.
* Good coordination and problem-solving skills.
* Basic computer knowledge and familiarity with hotel/resort PMS is preferred.
* Ability to work in shifts, including weekends and holidays.
* Good understanding of hospitality service standards.
Qualifications & Experience
* Graduate/Diploma in Hotel Management, Hospitality, or a related field preferred.
* 1β3 years of experience in Front Office/Guest Relations in a hotel, resort, or hospitality environment preferred.
* Freshers with good communication skills and a strong service orientation may also be considered.
Behavioural Expectations
* Guest-first approach
* Professional and courteous conduct
* Teamwork and coordination
* Accountability and ownership
* Attention to detail
* Positive attitude and willingness to learn
* Flexibility during peak operations