Executive / Senior Executive (Front Office)

About the role

This front office position covers daily guest services and operations, including registration, check-in and check-out, cashiering and concierge support. It also involves supporting the team, keeping records accurate and following safety and emergency procedures.

Key responsibilities

• Manage daily front desk operations, including guest registration, room allocation and check-in/check-out.
• Respond promptly and professionally to guest inquiries, feedback and complaints.
• Handle cashiering duties such as billing, postings, refunds and payment reconciliation.
• Use mobile, kiosk and digital guest communication systems independently.
• Provide concierge assistance such as transport arrangements, luggage handling and local information.
• Keep the lobby and front desk areas presentable and guest-ready at all times.
• Work with Senior Executives and team members on shift operations, share feedback in daily briefings and help train new hires.
• Prepare and submit accurate end-of-shift reports, maintain guest folios and keep records up to date while protecting guest data.
• Assist with inventory control of front office supplies.
• Coordinate with Housekeeping, Engineering and Security, ensure complete shift handovers and escalate unresolved issues to Senior Executives or the Assistant Manager.
• Follow emergency procedures, report safety, maintenance or security concerns and support guest and staff safety.

Required profile

• Diploma in Hospitality, Tourism or a related field.
• Prior experience in customer service or front office operations preferred.
• Familiarity with front office systems such as StarRez is an advantage.
• Willingness to work shifts, including weekends and public holidays.

Required skills

• Strong interpersonal and communication skills with a guest-first approach.
• Basic computer proficiency and strong attention to detail.
• Accuracy in cashiering and administrative tasks; able to multitask under pressure.
• Service orientation, teamwork, adaptability and reliability.