SENIOR GUEST SERVICE OFFICER (SGSO) – HOTEL FRONT OFFICE

We are seeking a dedicated Front Office professional to oversee daily operations and deliver exceptional guest service at a reputable hotel. The ideal candidate will be responsible for managing all aspects of the Front Office, ensuring smooth check-in and check-out processes, handling guest inquiries, and maintaining high standards of customer satisfaction. This role requires strong coordination with various hotel departments and the ability to manage VIP and special-request guests with professionalism and care.

Key Responsibilities

- Manage daily Front Office and Guest Service operations efficiently.
- Welcome, greet, and assist guests in a professional and courteous manner.
- Handle check-in and check-out procedures accurately and promptly.
- Address guest inquiries, requests, and complaints to ensure satisfaction.
- Maintain excellent guest relations and promote a positive hotel experience.
- Attend to VIPs, repeat guests, and those with special requests with personalized service.
- Coordinate effectively with Reservations, Housekeeping, Food & Beverage, Engineering, and Security departments.
- Manage room assignments and collaborate with Housekeeping to monitor room status.
- Facilitate room changes, extensions, early check-ins, and late check-outs as needed.
- Assist guests with billing, payments, and folio management.
- Keep accurate guest records and maintain Front Office documentation.
- Handle guest calls, messages, and service requests promptly.
- Conduct thorough shift handovers and communicate any pending issues clearly.
- Resolve guest concerns quickly and escalate major issues to the Front Office Manager.
- Promote hotel facilities, services, and room categories to enhance guest experience.
- Ensure compliance with hotel Standard Operating Procedures (SOPs) and Front Office standards.
- Maintain professional grooming, communication, and service standards at all times.
- Support Front Office operations during periods of high occupancy, special events, and peak hours.

Required Qualifications

- 3 to 5 years of experience in Front Office operations within a reputable hotel.
- Previous roles such as Senior Guest Service Officer (SGSO), Senior Guest Relations Officer (GRO), or Front Office Executive are preferred.
- Strong understanding of hotel Front Office procedures and guest service protocols.
- Practical experience with Property Management Systems (PMS) and hotel reservation software.
- Excellent command of English with strong communication and guest-handling skills.
- Proven ability to manage complaints and resolve problems effectively.
- Professional demeanor with outstanding customer service orientation.
- Willingness to work rotational shifts, including weekends and holidays.

Preferred Qualifications and Benefits

- Experience working in 4-star or 5-star hotel environments is highly desirable.
- Competitive monthly salary ranging from Rs. 50,000 to Rs. 60,000.
- This is an in-person position requiring presence at the hotel location.

This role offers the opportunity to contribute to a dynamic team focused on delivering memorable guest experiences. If you have a passion for hospitality and meet the above criteria, we encourage you to apply and join our professional Front Office team.