Front Office Executive – Rock City Hotel

Job Description

Job Purpose
We are 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 positive first impression while ensuring every guest enjoys a smooth and pleasant experience throughout their stay. You will handle reservations, manage check-ins and check-outs, attend to guest requests, and resolve any issues that may arise. You will also work closely with housekeeping and other departments to ensure seamless day-to-day hotel operations.

Key Responsibilities

• Welcome guests warmly upon arrival and ensure a smooth and efficient check-in process.
• Manage guest check-outs accurately, including finalizing bills and processing payments.
• Handle room reservations, amendments, cancellations, and special requests.
• Respond promptly to guest enquiries via phone, email, and in person.
• Resolve guest complaints professionally, escalating issues to management where necessary.
• Coordinate with the housekeeping team to confirm room availability and readiness.
• Maintain accurate guest records and update the system with relevant information.
• Process cash, card, and other payment methods accurately and accountably.
• Balance the front office cash float at the beginning and end of each shift.
• Prepare and submit shift reports to ensure smooth handovers between teams.
• Answer and direct incoming telephone calls to the appropriate departments.
• Assist with group bookings, corporate accounts, and VIP guests.
• Keep the front desk and reception area clean, organized, and presentable.
• Provide guests with information about the property, available services, and the local area.
• Liaise with other departments to ensure guest needs are met promptly.
• Monitor guest feedback and contribute to continuous service improvement.
• Ensure compliance with all safety, security, and operational procedures.
• Support the front office team during busy periods and provide shift coverage when required.

Qualifications & Experience

• A Diploma or Bachelor’s Degree in Hospitality Management, Tourism, Business Administration, or a related field will be an advantage.
• At least 3–4 years of experience in a front office, reception, or guest service role, preferably within a hotel or hospitality environment.
• Excellent verbal and written communication skills in English and at least one additional language (bilingualism is a strict requirement for this role).
• Proficiency in Microsoft Office applications and general computer usage.
• Familiarity with Property Management Systems (PMS) or hotel booking software is an added advantage.
• Professional appearance with a friendly, approachable, and customer-focused attitude.
• Ability to work flexible schedules, including weekends and public holidays.
• A genuine passion for delivering exceptional customer service.

Key Competencies

• Excellent interpersonal and communication skills.
• Strong customer service orientation with a genuine desire to assist guests.
• Ability to remain calm and professional under pressure.
• Strong organizational and time management skills.
• High attention to detail and accuracy when handling payments and records.
• Excellent problem-solving skills and the ability to think quickly.
• Strong team player with a positive and collaborative attitude.
• Reliable, punctual, and dependable.
• Flexible and adaptable to changing guest needs and operational demands.
• Professional appearance and conduct at all times.

How to Apply

Interested and qualified candidates should submit their CV and Cover Letter to hr@rockcityhotelgh.com.

Email Subject: Application for Front Office Executive

Application Deadline: 14th August, 2026

Please note: Only shortlisted candidates will be contacted.