Front Desk Officer

XentroMall; Oriental Mindoro; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading hospitality establishment in the Philippines is seeking a Front Desk Officer to deliver exceptional customer service and ensure a seamless experience for guests. Responsibilities include handling check-ins, managing reservations, and resolving guest issues. Ideal candidates should have a degree in Hotel Management, with 1-2 years of relevant experience preferred. This role requires flexibility to work various shifts and a strong commitment to guest satisfaction.

Qualifications

• 1-2 years of experience in a front office or customer service role.
• Prior experience in hospitality dealing with guest complaints is an advantage.
• Flexibility to work various shifts including weekends and holidays.

Responsibilities

• Consistently provide outstanding customer service.
• Handle hotel transactions including check-ins and check-outs.
• Administer reservations, cancellations, and no-shows.
• Answer calls and respond to inquiries professionally.
• Resolve guest complaints with empathy.
• Maintain cleanliness of the front desk area.
• Complete daily sales reports and admin duties.
• Maintain guest confidentiality.

Skills

Customer service

Communication skills

Problem resolution

Organizational skills

Education

Bachelor's degree in Hotel and Restaurant Management or related field

Job description

Join Our Team as a Front Desk Officer!

Are you a highly organized and customer-focused individual with a passion for hospitality? We're looking for a Front Desk Officer to be the welcoming face of our establishment, ensuring every guest has a seamless and enjoyable experience. This vital role is at the heart of our operations, guaranteeing smooth transactions and providing exceptional service from arrival to departure.

As a Front Desk Officer, you'll be responsible for various tasks that keep our front office running efficiently and our guests happy. Your key responsibilities will include:

• Delivering Exceptional Guest Experiences: Consistently provide outstanding customer service, going above and beyond to accommodate guest inquiries, requests, and concerns with a professional and courteous demeanor.
• Managing Front Office Operations: Efficiently handle all hotel transactions, including check-ins and check-outs, and process payments (cash and credit card) while ensuring accurate issuance of receipts.
• Handling Reservations: Administer all reservations, cancellations, and no-shows meticulously, adhering strictly to company policy.
• Being the First Point of Contact: Expertly answer telephone calls, respond to general inquiries, and direct guests appropriately.
• Resolving Guest Issues: Address and resolve guest complaints and concerns with empathy and professionalism, striving for satisfactory outcomes.
• Maintaining a Pristine Environment: Ensure the front desk area and lobby are always clean, organized, and presentable.
• Reporting and Administration: Accurately accomplish daily sales reports and perform other essential administrative duties as assigned.
• Upholding Guest Confidentiality: Strictly maintain the privacy and confidentiality of all guest information.

We're seeking a proactive and dedicated individual who meets the following qualifications:

• Education: A graduate of Hotel and Restaurant Management (HRM), Tourism, or other related courses.
• Customer Service Expertise: Demonstrable knowledge and experience in handling diverse customer and client interactions, concerns, and complaints in a highly professional manner. Prior experience specifically dealing with guest complaints in a hospitality setting is a significant advantage.
• Industry Knowledge: Familiarity with the mall/hotel retail industry is a plus.
• Flexibility: Ability to work all shifts, including weekends, evenings, and holidays, as the needs of the business dictate.
• Experience:
• At least 1-2 years of working experience in a related front office or customer service role.
• Fresh graduates/entry-level candidates are welcome to apply! We highly value those with good internship exposure in administrative or operational functions and a strong willingness to learn and be trained.