Front Office Trainee

JOB SUMMARY

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Office Trainee, you will not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You will also create the warm atmosphere that makes our guest feel at home in any location.

QUALIFICATIONS & EXPERIENCE

• Diploma or undergraduate studies in Hospitality, Tourism, Business, or related field (or equivalent experience).

• Prior exposure to customer service or hotel operations is advantageous (internships/part-time).

CORE WORK ACTIVITIES

• Be the warm welcome that kicks off a memorable guest experience


• Multi-Faceted Duties - Trained to be able to carry out multiple roles within the hotel such as Front Desk, At-Your-Service, Executive Lounge and Concierge


• Front Desk Tasks - Start every stay right by swiftly checking guests in and out – take Passports, IDs, hand out room keys, and control and release safety deposit boxes; Handle cash and credit card transactions; Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay; Follow up/Action on Traces and room changes; Attending to pre-payments of future reservations


• At-Your-Service - This role involves managing inbound and outbound guest communications across calls, emails, and chats with professionalism, ensuring accurate handling of wake-up calls, reservations, and guest requests while maintaining strict adherence to privacy, PCI, and security standards. It also requires the ability to log, dispatch, and follow up on guest issues until resolution. The position also entails monitoring call queues and service metrics, escalating priorities when necessary, staying updated on property events and news, and promoting upsell opportunities aligned with guest needs. Additionally, it emphasizes maintaining a clean workspace, reporting equipment or system issues promptly, and consistently applying brand etiquette and service recovery principles to deliver seamless guest experiences.


• Executive Lounge - Assists in delivering the stay and dining experience with the guidance of Executive Lounge Manager and Guest Experience Executives. Working together with Culinary team in ensuring that Executive Lounge dining experiences are delivered as per Brand standards.


• Uniformed Services – Working together with Uniformed Services Team in providing guests with prompt service, professional attention and personal recognition with excellent local knowledge. Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests


• Elevating Guest Experience – Deliver our Loyalty Experience by acknowledging our Loyalty Program Members and Ambassadors; tailoring our Executive Lounge guests experience in person, emails, or on the phone. Stay one step ahead of guests’ needs – record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests. Assist Guests with all requests; from accommodation billing to local knowledge, and basic problem handling to take care of their stay.


• Driving Results – Supports Department in delivering to departmental targets of upselling revenue and Loyalty enrolment. 


• Upholding of safety and security of our Guests and Colleagues at the Workplace in line with Hotel’s Emergency Response procedures and security guidelines.