FRONT DESK EXECUTIVE

FULL-TIME POSITION

Acting as the face of the hotel and playing a key role in customer satisfaction and smooth front office operations.

Responsible for managing guest check-in and check-out, handling reservations, providing information about hotel services, and ensuring a pleasant guest experience.

JOB TITLE:

Front Desk Executive

DEPARTMENT:

Front of House

REPORTS TO:

Front of House Manager

KEY RESPONSiBILITIES:

    • Welcome guests warmly on arrival

    • Verify booking details and identification

    • Complete check-in procedures and issue room keys/cards

    • Process check-outs, prepare bills, and handle payments

    • Take room bookings via phone, email, or walk-in

    • Update room availability in the system

    • Confirm, modify, or cancel reservations

    • Coordinate with housekeeping for room readiness

    • Provide information about hotel facilities, services, and local attractions

    • Handle guest requests (wake-up calls, taxis, extra amenities)

    • Resolve guest complaints quickly and professionally

    • Ensure VIP guest handling procedures

    • Prepare and explain guest bills

    • Accept cash, card, or online payments

    • Post charges for room service, restaurant, laundry, etc.

    • Maintain accurate financial records at the front desk

    • Coordinate with housekeeping, maintenance, and concierge

    • Inform relevant departments about arrivals, departures, and special requests

    • Maintain daily shift handover reports

    • Maintain guest records in the Property Management System (PMS)

    • Manage room allocation and upgrades

    • Monitor room status (vacant, occupied, under maintenance)

    • Ensure front desk area is clean and professional

    • Follow hotel security procedures

    • Maintain guest confidentiality

    • Handle emergency situations according to hotel policy

Required skills

  • Excellent communication and interpersonal skills

  • Strong customer service orientation

  • Good knowledge of hotel PMS (Opera, IDS, etc.)

  • Problem-solving and multitasking ability

  • Professional appearance and etiquette

  • Basic accounting and cash-handling skills

Educational Qualification

  • Diploma or degree in Hotel Management / Hospitality preferred

  • Experience in front office or guest service is an advantage

Key Performance Indicators (KPIs)

  • Guest satisfaction scores

  • Check-in/check-out efficiency

  • Accuracy in billing and reservations

  • Complaint resolution time and how the matter has been resolved

Work Shifts

  • Rotational shifts (morning, evening, night)

  • Weekends and holidays required

SEND US CV ON:

fom@reefhotelgozo.com