Background

The Front Office department is the first point of interaction between guests and the hotel. Staff in this department play an essential role in shaping the visitor's initial impression, managing inquiries, and ensuring that operational activities support seamless guest movements. Front Office operations form the backbone of hotel guest management, requiring a balance of interpersonal skills, administrative accuracy, and coordinated communication internally and externally.

Detailed Job Description – Front Office

The Front Office role involves guest-facing responsibilities, administrative tasks, and collaborative functions with housekeeping, reservations, accounts, security, and food & beverage teams. The successful candidate will be required to maintain high levels of professionalism, courtesy, and operational consistency.

Key duties include:

• Welcoming guests upon arrival, ensuring a pleasant and professional check-in experience, and addressing immediate needs such as luggage assistance coordination or room orientation.
• Managing check-out procedures, verifying billing details, coordinating payment processes, handling guest feedback at departure, and ensuring accurate posting of charges.
• Handling reservations, including inquiries via telephone, email, or booking platforms, ensuring accuracy in room allocation and adherence to hotel occupancy standards.
• Maintaining up-to-date guest records, ensuring accurate data entry for arrivals, departures, special preferences, and repeat guest information in hotel management systems.
• Responding promptly to guest concerns, requests, or complaints, ensuring issues are followed up to completion through coordination with relevant departments.
• Managing the front desk area by maintaining a clean, organized, and welcoming environment that reflects the hotel's brand standards.
• Facilitating internal communication between departments such as housekeeping, maintenance, and operations teams to ensure guest satisfaction and operational flow.
• Providing concierge support, which may include offering local information, arranging transportation, recommending activities or dining options, and assisting with external bookings.
• Maintaining confidentiality and security of guest information at all times in compliance with internal policies and hospitality industry standards.
• Assisting with administrative routines such as filing, preparing daily arrival and departure lists, monitoring reservation trends, and reporting irregular activities to management.
• Ensuring adherence to standard operating procedures, particularly in relation to guest service protocols, emergency responses, and safety guidelines.
• Managing front office equipment, including telephones, hotel management software, printers, and other tools required for daily operations.
• Supporting management in compiling reports such as occupancy reports, guest feedback summaries, and shift handover notes to improve departmental performance.
• Upholding a warm, friendly, and professional demeanor, recognizing that front office staff represent the hotel's public image.

Front office employees must also demonstrate adaptability, as hospitality settings often require staff to work under pressure, manage peak guest flow, coordinate with multiple stakeholders, and multitask effectively without compromising service quality.

• Welcoming guests upon arrival, ensuring a pleasant and professional check-in experience, and addressing immediate needs such as luggage assistance coordination or room orientation.
• Managing check-out procedures, verifying billing details, coordinating payment processes, handling guest feedback at departure, and ensuring accurate posting of charges.
• Handling reservations, including inquiries via telephone, email, or booking platforms, ensuring accuracy in room allocation and adherence to hotel occupancy standards.
• Maintaining up-to-date guest records, ensuring accurate data entry for arrivals, departures, special preferences, and repeat guest information in hotel management systems.
• Responding promptly to guest concerns, requests, or complaints, ensuring issues are followed up to completion through coordination with relevant departments.
• Managing the front desk area by maintaining a clean, organized, and welcoming environment that reflects the hotel's brand standards.
• Facilitating internal communication between departments such as housekeeping, maintenance, and operations teams to ensure guest satisfaction and operational flow.
• Providing concierge support, which may include offering local information, arranging transportation, recommending activities or dining options, and assisting with external bookings.
• Maintaining confidentiality and security of guest information at all times in compliance with internal policies and hospitality industry standards.
• Assisting with administrative routines such as filing, preparing daily arrival and departure lists, monitoring reservation trends, and reporting irregular activities to management.
• Ensuring adherence to standard operating procedures, particularly in relation to guest service protocols, emergency responses, and safety guidelines.
• Managing front office equipment, including telephones, hotel management software, printers, and other tools required for daily operations.
• Supporting management in compiling reports such as occupancy reports, guest feedback summaries, and shift handover notes to improve departmental performance.
• Upholding a warm, friendly, and professional demeanor, recognizing that front office staff represent the hotel's public image.

• Interpersonal skills
• Administrative accuracy
• Coordinated communication
• Professionalism
• Courtesy
• Operational consistency
• Adaptability
• Ability to work under pressure
• Multitasking