Front Office Executive

Rocana Hotel; Kuantan; On-site; MYR 24,000 - 36,000; Full time

Job summary

A leading hotel in Kuantan is seeking an experienced Front Office Assistant to manage guest check-ins and upsell accommodations effectively. The ideal candidate will provide courteous service, handle guest complaints, and ensure smooth operations while adhering to hotel policies. This role requires strong organizational skills and the ability to work efficiently in a team-oriented environment.

Responsibilities

• Ensure proper maintenance of cash floats and adherence to procedures.
• Upsell room accommodations during high occupancy.
• Provide courteous service to guests and address complaints.
• Greet guests in a service-oriented manner.
• Coordinate with MIS Manager for Hotel Management System maintenance.
• Assign and block rooms for arriving guests, especially VIPs.
• Check-in guests promptly and update payment methods.
• Record unusual incidents in the FOA Log Book.
• Prepare check-in materials for groups promptly.
• Balance cashiering transactions and report discrepancies.
• Maintain current room status and inform Superiors as needed.
• Facilitate smooth check-in/out procedures.
• Implement effective key control procedures.
• Propose better operational procedures.
• Ensure sufficient stock of supplies and initiate replenishment.
• Check on delivery of all forms of correspondence.
• Coordinate with Housekeeping to resolve room discrepancies.
• Handle guest complaints and report actions taken.
• Register hotel guests per policies and procedures.
• Submit attendance and overtime requests on time.
• Assist Hotel Manager with Front Office standards.
• Perform other related duties as assigned.

Job description

Responsibilities

• To ensure that the respective cash floats of the Front Office Assistance are always properly maintained and procedures in opening / closing the float are adhered to. To be alert to ensure that be responsible for the safekeeping of the personal cash float, including changing to smaller denominations and the depository at the end of a respective shift.
• To be able to up sell room accommodation during high occupancy to maximize revenue.
• To provide courteous and efficient service to all in-house and city guests. To ensure all complaints and requests are immediately solved and followed through with relevant supporting departments.
• To greet all guests in a service oriented manner.
• To be familiar with the Hotel Management System and coordinate with the MIS Manager with periodical system maintenance.
• To be responsible for the assignment and blocking of rooms for arriving guests, especially VIPs and groups. Ensuring all allocated rooms is assigned according to requirements and to ensure no double allocating.
• To be able to check-in guest in a prompt and efficient manner. To update guest particulars in the system accurately and state clearly the method of payment.
• To ensure that any unusual happenings and incidences and all important matters still pending for follow through actions are duly recorded in the FOA Log Book.
• To ensure that the preparation of all the necessary material for check-in of any groups is done promptly.
• To ensure that all cashiering transactions are balanced. Any discrepancies must be reported to the Hotel Manager for correction.
• To update and maintain efficiently the current room status and to inform the Superiors, should their attention be needed.
• To facilitate smooth check-in / out procedures.
• To implement effective key control procedures.
• To be able to propose and initiate better procedures of performing operation tasks.
• To be responsible for the sufficient stock of all supplies, such as printing material, forms and stationeries. To initiate replenishment as and when deem necessary.
• Constantly check on all forms of correspondences, such as messages / mails / parcels are promptly delivered.
• To coordinate with Housekeeping Department to solve room discrepancies.
• Able to handle guest complaints and report to Superior the nature of complaints and action taken.
• Ensure hotel guests are registered in accordance with Front Office policies and procedures.
• To submit the attendance report and overtime requests by 20th of each month to the Human Resource Department.
• To assist the Hotel Manager in formulating / setting up / updating / the Front Office Department standards and Policies and Procedures.
• To undertake any other related duties that may be assigned from time to time.
• To perform other duties assigned by the Management from time to time.