Job Description

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Job Title: Senior Executive (Front Office)
Posting Start Date: 12/11/2025
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Guest Services & Operations
? Provide professional front desk services including check-in, check-out, registration, and room assignment.
? Handle guest inquiries, feedback, and complaints efficiently to maintain satisfaction and service standards.
? Manage cashiering duties including billing, posting, and payment reconciliation.
? Serve as the shift leader, ensuring smooth operations during assigned shifts.
? Support concierge duties, including transport, luggage assistance, and guest requests.
? Monitor lobby presentation and ensure readiness for service at all times.
? Assist with mobile, kiosk, and digital guest touchpoints, including StarRez system operations, delivery robot and guest chat management.
Team Supervision & Development
? Supervise and guide Front Office Executives and Associates during daily operations.
? Conduct on-the-job coaching and ensure compliance with SOPs and service expectations.
? Assist in training new hires, reinforcing hotel procedures, and maintaining team morale.
? Support roster planning and ensure smooth shift handovers.
Administrative & Financial Duties
? Verify shift reports, cashier summaries, and guest feedback logs.
? Assist in maintaining inventory of Front Office supplies.
? Ensure accuracy in billing, posting, and payment processes.
? Support Assistant Manager in compiling operational data and performance metrics.
Collaboration & Communication
? Coordinate with Housekeeping, Engineering, and other departments to ensure seamless service.
? Communicate important updates, guest issues, and operational feedback to the Assistant Manager.
? Participate actively in daily briefings and inter-departmental meetings.
Safety & Crisis Management
? Assist in emergency situations following hotel safety and evacuation protocols.
? Report safety or security concerns promptly to management.
? Maintain readiness for emergency response and guest safety situations.
Qualifications
Education and Experience
? Diploma in Hospitality, Tourism, or related field preferred but not mandatory.
? Minimum 2-3 years of experience in front office or guest service roles, ideally with supervisory exposure.
? Knowledge of front office systems such as StarRez preferred.
? Strong interpersonal, communication, and problem-solving skills.
? Ability to perform cashiering and handle financial transactions accurately.

Skills Required