Job Summary:

We are seeking a friendly and efficient Guest Experience Specialist (Front Office) to join our team. This role is responsible for managing guest check-in and check-out processes, handling inquiries, and ensuring a smooth and welcoming arrival experience. You’ll play a key role in delivering exceptional guest service while maintaining efficient front desk operations and guest satisfaction.

Key Responsibilities:

Greet and welcome guests upon arrival with a warm and friendly demeanor.

Perform check-in and check-out for hotel guests in the most professional and efficient manner to ensure a high level of guest satisfaction.

Handle guest inquiries, requests, and complaints promptly and professionally.

Assist with room assignments and ensure special requests are accommodated.

Provide information about hotel services, amenities, and local attractions.

Process payments and manage billing transactions.

Perform upselling with a sales attitude and be aware of the resort-wide sales opportunities.

Maintain effective communication within the Front Office department and other departments, especially Housekeeping to ensure seamless experiences for all guests.

Maintain accurate records of guest information and reservations.

Manage and respond to guest feedback to enhance their experience.

Be responsible for the maintenance of guest recognition programs, accurate guest recognition reports and handling of guests' complaints.

Develop and maintain positive working relationships with others.

Perform other reasonable job duties as requested by Supervisors / Managers.

Requirements:

Minimum GCE `O' Level or its equivalent.

Minimum 1 year of experience in customer service, preferably in the hospitality industry.

Good communication and interpersonal skills.

Good customer service orientation and attention to detail.

Ability to multitask and work in a fast-paced environment.

Proficiency in using hotel management software and reservation systems.