Key Responsibilities

Guest Service

• Welcome guests with a warm, friendly, and professional attitude.
• Perform efficient check-in and check-out procedures.
• Verify guest reservations and identification.
• Provide accurate information about hotel facilities, services, and local attractions.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Ensure guest satisfaction throughout their stay.

Reservations

• Process room reservations, amendments, cancellations, and walk-ins.
• Maximize room occupancy through effective room allocation.
• Promote hotel services and loyalty programs (IHG One Rewards).
• Upsell room categories and hotel services whenever possible.

Cashiering

• Handle cash, credit card, and digital payment transactions accurately.
• Prepare guest bills and ensure accurate posting of charges.
• Balance cash float and shift reports.
• Follow hotel cash handling and financial procedures.

Communication

• Coordinate effectively with Housekeeping regarding room status.
• Liaise with Engineering for maintenance requests.
• Communicate guest preferences and special requests to relevant departments.
• Maintain proper shift handover.

Guest Relations

• Build positive relationships with guests.
• Recognize repeat and VIP guests.
• Resolve guest complaints following the service recovery process.
• Maintain confidentiality of guest information.

Administrative Responsibilities

• Maintain accurate guest records in the Property Management System (PMS).
• Update room status and reservation details.
• Complete daily reports and shift checklists.
• Ensure compliance with hotel SOPs and IHG brand standards.

Safety & Security

• Follow hotel safety, fire, and emergency procedures.
• Verify guest identity before issuing room keys.
• Report suspicious activities immediately.
• Ensure compliance with data privacy and security policies.

Required Skills

• Excellent communication skills.
• Strong customer service orientation.
• Positive attitude and professional grooming.
• Good problem-solving ability.
• Basic computer knowledge.
• Familiarity with PMS (Opera preferred).
• Ability to work in rotational shifts.
• Team player with strong interpersonal skills.
• Good English communication (additional languages are an advantage).

Qualifications

• Graduate or Diploma in Hotel Management or Hospitality.
• 0–2 years of experience in Front Office or Guest Relations (freshers may also be considered).