Office Lead

Role overview

Guest and front-desk service

• Welcome guests; handle check-in, check-out, room assignments, room changes, enquiries, requests, feedback, and complaints.
• Verify reservations, identification, payments, and registration information; manage bookings, amendments, cancellations, walk-ins, and special requests.
• Provide information about hotel facilities, rooms, rates, promotions, services, and local attractions.
• Handle calls, messages, emails, and other guest communications promptly and professionally.

Transactions and coordination

• Process payments, deposits, refunds, and front-office transactions; maintain cashier floats, financial records, and transaction reports.
• Coordinate room status and readiness with Housekeeping and guest needs with Reservations, Food & Beverage, Engineering, Security, and other departments.
• Promote hotel services and packages, identify upgrade opportunities, and support night audit or other reporting when assigned.
• Maintain accurate guest records and reports, protect confidential information, and keep the front desk organized.
• Follow hotel policies, service standards, safety procedures, and emergency protocols.

Requirements

• A high school diploma or equivalent is required; a hospitality, hotel management, tourism, or related diploma or degree is preferred.
• Strong understanding of hotel front-office operations and guest service standards; strong communication, interpersonal, customer-service, organizational, and time-management skills.
• Good English communication skills, attention to detail, numerical and cash-handling ability, and capacity to handle multiple priorities.
• Ability to work flexible shifts, including weekends, public holidays, and overnight shifts when required.
• Previous related hospitality or customer-service experience is preferred; experience with PMS, reservation systems, POS systems, or similar platforms is an advantage.
• Additional languages are an advantage.

Career development and offer

• Offers career development, exposure to guest relations and hotel operations, training, mentorship, and advancement opportunities.
• Potential career progression includes Senior Front Office Agent, Front Office Supervisor, Assistant Front Office Manager, and further front-office leadership roles.
• The source mentions competitive compensation, performance incentives, and benefits but does not specify compensation cadence.