Front Desk Executive at IBIC Investment Holdings

Job Summary  

The Front Desk Executive would be responsible for ensuring a positive and efficient experience for clients, visitors, and employees at the organization's front desk or reception area. They are the face of the company, responsible for creating a welcoming and professional first impression.

Job Description 

• Attend to walk in clients and online inquiries.
• Monitor workplace safety and security.
• Direct complaints to the right personnel.
• Implement guest service standards that ensure consistency across all properties.
• Coach and encourage new team members to deliver exceptional service and hospitality.
• Monitor guest feedback and respond to guest concerns in a timely and professional manner.
• Ensure that all guest requests are handled promptly and efficiently.
• Work closely with other departments to ensure a seamless guest experience.
• Identify opportunities for improvement and implement solutions that enhance the guest experience.
• Develop and maintain strong relationships with guests to encourage repeat business.
• Manage guest data and use it to personalize the guest experience.
• Have knowledge and experience with OTA systems and property management systems.
• Manage OTA channels to ensure optimal occupancy and revenue management.
• Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies.

Key Performance Indicators 

• Check-in and Check-out Efficiency: Ensure efficient and timely check-in and check-out processes for guests.
• Reservation Management: Maintain accurate reservations and achieve target occupancy rates.
• Sales Enquiry Conversion: Ensure efficient conversion of inquiries into sales.
• Customer Satisfaction: Collect and monitor guest feedback ratings and reviews.
• Response Time: Respond promptly to guest inquiries via phone, email, and in person.
• Revenue Management: Upsell services and achieve upselling targets.
• Occupancy Rate: Monitor and maintain high occupancy rates.
• Conflict Resolution: Effectively handle and resolve guest complaints.
• Cash Handling: Maintain accuracy in cash transactions and petty cash management.
• Adherence to Policies: Ensure compliance with all company policies and procedures.
• Guest Retention: Foster guest loyalty and encourage repeat visits.
• Training and Development: Participate in ongoing training and skill enhancement programs.
• Efficient Documentation
• Effective Shift Handover
• Team Collaboration: Collaborate effectively with colleagues to ensure a seamless guest experience.
• Emergency Response: Handle emergency situations calmly and follow safety protocols.
• Achieving Sales Targets: Meet or exceed sales goals for additional services.
• Feedback Utilization: Utilize guest feedback to make improvements and enhance service quality.
• Attendance and Punctuality: Maintain consistent attendance and punctuality.
• Guest Information Accuracy: Ensure accurate recording of guest information.
• Cost Efficiency: Monitor and reduce operational costs when possible.
• Front Desk Presentation: Maintain a professional appearance and workspace.

Requirements

• Bsc or equivalent; additional education or training in customer service, reception, or office administration is a plus.
• At least 2 years eperience in similar or same role.
• Exceptional communication and interpersonal skills.
• Professional appearance and demeanor.
• Strong organizational abilities and the capacity to multitask efficiently.
• Proficiency in using office software and equipment, including telephone systems.
• Attention to detail and the ability to maintain composure in high-pressure situations.
• Familiarity with security and access control protocols is desirable.