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Front Desk Executive

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Ø  To assist the Front Office Management in the smooth and efficient operation of the Front Office Department and all related guest services; achieving maximum sales and guest satisfaction, and adhering to the standards of service required by the Hotel.

Ø  To hand-on and supervise that all Front Desk services are carried out with the utmost efficiency and standard Hotel policies and procedures. (Check-in & out/ handle inquiries/ guest requests/ shuttle services/ transportation / telephone/ recreation/ cashiering, etc.

Ø  To handle guest comments or complaints, in accordance with the hotel policy, reporting all comments/complaints to the management by logging into Duty Manager Shift Report.

Ø  To dedicate full efforts and commitment as to ensure smooth running of the front desk operation and the Front Office Department as a whole.

Ø  To handle and meet group/event organizer, to handle group check-in/out, cashiering, billings, special request and amendment. To ensure the payment is promptly follow-up and follow through. Closing of Group Permanent Folio (PM) on the day of group departure.

Ø  To constantly strive to pleased all guests with whom he/she may come into contact during working hours and whilst on hotel property.

Ø  Assigning of room to all arrival bookings (FIT/GIT) of the day and liaise with all departments concerned, giving more attention to those bookings with a special requests, CIP/VIP arrival, Japanese set up (for Japanese guest) etc.

Ø  To assists and handle FIT check-in/out as required especially when running at low manpower at front desk.

Ø  To ensure that issuing and control of guest room keys, guest safe deposit keys are strictly adhere to and responsible for Operation keys (i.e.: Block Master Key/Duty Manager Safe Box Key and others departmental keys as per stated in Duty Manager Key Control Book)

Ø  To make regular room inspection and liaise with Housekeeping Department on deviation from standard set-ups.

Ø  To liaise with the Front Office Assistants/Supervisor on all outstanding accounts for departing guest.

Ø  To maximize the revenue on room sales and to do up selling for walk-in and potential guest.

Ø  To handle individual F.I.T and Group checkouts according to standard procedures and ensure that charges are accurate and complete.

Ø  To ensure that all charges are immediately posted to the respective guest folios.

Ø  To ensure that travel agent vouchers, credit cards and account instruction are valid.

Ø  To exchange foreign currency and travellers’ cheque for in-house guests, while safeguarding against counterfeit money. To guard against any fraudulent exchange of currency. Currency exchange is not available for non in-house guest.

Ø  To ensure all cash deposit collected by your goodself and the front office assistants (FOA)/supervisors (SFOA) are posted, receipt issued and cash drop into hotel safe box before signing off from the shift.

Ø  To ensure guest stay details, rate and guest ledger are accurate to facilitate balancing at Closing Day.

Ø  To check and ensure Rate Code and Market Code use are correct with booking details and package offered before the end of Shift and Closing of the Day. To identify and correct any errors when necessary by cross check with Reservation Exec. Or Asst. Front Office Manager.

Ø  To ensure and make every effort to avoid late charges and skippers, to inform the Asst. Front Office Manager if they are discovered.

Ø  To ensure that the issuing, accessing and closing of safety deposit boxes is handled correctly at all times according to hotel policy.

Ø  To ensure that all Front Desk Assistants/Supervisor prepare and balance their cash reports and remittance envelopes at the end of shift.

Ø  Prepare and balance cash report and remittance envelopes at the end of shift and handle own cash float at balancing level. Witnessed by Duty Manager on duty during shift drop process.

Ø  Prepare daily/monthly reports as required.

Ø  To attend meetings/morning briefing as assigned by Front Office Manager when required.

Ø  To assist and or deputize in any other job function in the Front Office Department as may be required, and therefore to be fully acquainted with the job description in order to carry out those responsibilities.

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