KEY RESPONSIBILITIES

• Welcome and professionally receive guests, ensuring a warm and memorable arrival experience.
• Manage guest check-ins and check-outs accurately and efficiently using Opera Cloud PMS.
• Handle reservations, room allocations, amendments, cancellations and guest requests.
• Maintain accurate guest records and ensure all front-office information is updated in the system.
• Respond promptly and professionally to guest enquiries, requests and complaints.
• Coordinate with Housekeeping, Food & Beverage, Maintenance and other departments to ensure seamless guest service.
• Monitor room status and communicate updates appropriately to relevant departments.
• Handle payments, billing and guest accounts accurately, where applicable.
• Manage telephone calls, emails and other guest communications professionally.
• Provide guests with accurate information about hotel facilities, services and local attractions.
• Maintain high standards of professionalism, grooming, confidentiality and customer service at all times.
• Prepare and hand over relevant front-office reports and information to the next shift.
• Support the Front Office team in maintaining efficient day-to-day operations.

REQUIREMENTS

• Diploma or Certificate in Hospitality Management, Front Office Operations, Tourism or a related field.
• At least 2–3 years of relevant front-office experience in a hotel or hospitality environment.
• Hands-on experience with Opera Cloud PMS is mandatory.
• Strong knowledge of hotel front-office procedures, including reservations, check-in/check-out and guest account management.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to remain calm, professional and solution-oriented when handling demanding guests or challenging situations.
• Good computer skills and confidence working with hotel management systems.
• Strong attention to detail and ability to accurately handle guest information and transactions.
• Ability to work shifts, weekends and public holidays as required.
• Professional appearance, excellent grooming and a warm, welcoming personality.