GSA - Front Office

Key Responsibilities

• Welcome guests warmly and ensure a smooth check-in and check-out process.
• Register guests, verify identification, and allocate rooms as per reservations.
• Handle room reservations, cancellations, and modifications accurately.
• Respond promptly and professionally to guest inquiries, requests, and complaints.
• Maintain accurate guest records and update the Property Management System (PMS).
• Coordinate with Housekeeping, Engineering, and other departments to fulfill guest requirements.
• Process guest payments, prepare invoices, and balance cash and card transactions.
• Provide information about hotel facilities, services, local attractions, and transportation.
• Handle telephone calls, emails, and walk-in inquiries professionally.
• Ensure the lobby and front office area remain clean, organized, and welcoming.
• Follow hotel policies, SOPs, and safety procedures.
• Upsell rooms and hotel services whenever appropriate to maximize revenue.
• Maintain guest confidentiality and protect sensitive information.
• Assist during emergencies and follow established emergency procedures.

Required Qualifications

• Graduate or Diploma in Hotel Management or Hospitality Management (preferred).
• 02 years of experience in Front Office or Guest Services (freshers may apply).
• Basic knowledge of hotel operations and front office procedures.
• Experience with Property Management Systems (PMS) is an advantage.

Required Skills Technical Skills

• Front Office Operations
• Reservation Management
• Check-in & Check-out Procedures
• Billing and Cash Handling
• Property Management System (Opera, IDS, Fidelio, or similar)
• MS Office (Word, Excel, Outlook)
• Telephone Etiquette

Soft Skills

• Excellent Communication Skills
• Customer Service Orientation
• Professional Grooming and Presentation
• Problem-Solving Ability
• Interpersonal Skills
• Time Management
• Attention to Detail
• Teamwork and Collaboration
• Multitasking Ability
• Positive Attitude
• Conflict Resolution
• Adaptability and Flexibility

Key Competencies

• Guest Relationship Management
• Hospitality Etiquette
• Decision Making
• Stress Management
• Service Excellence
• Integrity and Confidentiality

Working Conditions

• Rotational shifts, including weekends and public holidays.
• Standing for extended periods.
• Fast-paced hospitality environment.

Key Performance Indicators (KPIs)

• Guest Satisfaction Scores
• Check-in and Check-out Efficiency
• Guest Complaint Resolution Time
• Accuracy in Billing and Reservations
• Upselling Performance
• Attendance and Punctuality
• Compliance with Hotel SOPs and Grooming Standards

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.