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Front Office Executive at Rock City Hotel

Front Office Executive

Rock City Hotel

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Rock City Hotel is looking for a Front Office Executive to manage our front desk and guest relations. This is a guest-facing role, and you will be responsible for creating a good first impression and ensuring that every guest has a smooth and pleasant experience. You will handle reservations, manage check-ins and check-outs, attend to guest needs, and handle any issues that come up during their stay. You will work closely with housekeeping and other teams to make sure everything runs without a hitch. The following are the responsibilities and qualifications for the position;

Key Responsibilities

·       Welcoming guests warmly upon arrival and ensuring a smooth and efficient check-in process.

·       Managing check-outs accurately, including finalizing bills and processing payments.

·       Handling room reservations, including amendments, cancellations, and special requests.

·       Responding promptly to guest inquiries via phone, email, and in person.

·       Resolving guest complaints and issues professionally, escalating to management when necessary.

·       Coordinating with housekeeping to confirm room availability and readiness.

·       Maintaining accurate guest records and updating the system with relevant information.

·       Processing cash, card, and other payment methods with accuracy and accountability.

·       Balancing the front office cash float at the start and end of each shift.

·       Preparing and submitting shift reports to ensure smooth handover between teams.

·       Answering and directing phone calls to the appropriate departments.

·       Assisting with group bookings, corporate accounts, and VIP guests.

·       Keeping the front desk and reception area clean, organized, and presentable.

·       Providing guests with information about the property, services, and local area.

·       Liaising with other departments to ensure guest needs are met promptly.

·       Monitoring guest feedback and helping to improve service delivery.

·       Ensuring that all safety and security procedures are followed at all times.

·       Supporting the front office team during peak periods and covering shifts when needed.

Qualifications & Experience

·       A diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field is an advantage.

·       At least 3 to 4 years of experience in a front office, reception, or guest service role, preferably in a hotel or similar environment.

·       Strong verbal and written communication skills in English and at least one other language (bilingualism is a strict requirement for this role).

·       Proficiency in basic computer applications, including Microsoft Office and email. Familiarity with property management systems or booking software is a plus.

·       A professional appearance and a friendly, approachable demeanor.

·       Ability to work flexible hours, including weekends and public holidays if required.

·       A customer-focused mindset and a genuine interest in helping people.

·       Key Competencies
Excellent interpersonal and communication skills.

·       Strong customer service orientation with a genuine desire to help others.

·       Ability to remain calm and professional under pressure.

·       Good organizational and time management abilities.

·       Attention to detail and accuracy in handling payments and records.

·       Problem-solving skills and the ability to think on your feet.

·       Team player with a positive and cooperative attitude.

·       Reliability and punctuality.

·       Flexibility to adapt to changing situations and guest needs.

·       Professional appearance and conduct at all times.

How to Apply

Apply for Front Office Executive

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