Front Office Trainee

Job Summary:

As a Front Office Trainee, you will learn and support the smooth coordination of guest communications, room inventory control, and daily requirements. You will develop mastery in handling multi-channel inquiries, optimizing room assignments to guest preferences and constraints, and partnering cross-functionally to elevate guest satisfaction, revenue performance, and efficiency. 

CORE WORK ACTIVITIES:

5 Daily Tasks

• Log, track, follow up on guest requests, communications via approved systems ensuring proper documentation.
• Coordinate with Front Office, Housekeeping, Engineering and Sales on room conditions, status, maintenance updates, VIP readiness and turn times to ensure accurate records and planning.
• Ensure accurate system data [PMS/GXP] for arrivals, departures, preferences, rate codes, flag discrepancies for correction.
• Prepare arrival reports and brief the Front Office team on VIPs, special occasions, accessible room needs, requests and amenities to support planning.
• Assist in overbooking and displacement strategies under guidance, minimizing guest inconvenience while protecting revenue. 

At-Your Service

• Handle inbound and outbound guest calls, emails, chat/messages with brand-appropriate etiquette and service recovery mindset.
• Records accurately and control timely for all wakeup call requests.
• Abides by principles of guest security and privacy.
• Strictly abides by standards of policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.
• Maintains detailed knowledge of the Hotel’s fire, life and safety system.
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard.
• Accurately process room reservations inquiries, rate explanations, and hotel information; route complex requests to Reservations as required.
• Log and dispatch guest requests (e.g., amenities, engineering, housekeeping) using the property’s approved sites and systems.
• Own issue resolution by following up until closure; document all interactions for continuity of service.
• Adhere to privacy, payment card (PCI), and information security standards when handling guest data and payments.
• Monitor chats, cases, call queues, abandon rates, and respond via the property’s approved sites and systems; escalate to the Duty Manager and allocate priorities accordingly.
• Aware of all events and property news that are listed in Authentic Moments and any ongoing works happening to ensure accurate information being shared upon enquiry.
• Promote upsell and cross sell opportunities (e.g., room upgrades, F&B, promotional and festive packages) aligned to guest needs and property strategy.
• Maintain a clean work environment.
• Advises defects on switchboard equipment or challenges with system flow to Instant Service Manager/Supervisor

Rooms Controller

• Execute daily room control: pre-assignments, blocking, traces, and room moves to balance guest preferences with maintenance and housekeeping status.
• Coordinate closely with Housekeeping and Engineering on room condition, status, OOO/OOS rooms, turn times, and VIP readiness.
• Support management of inventory constraints: stay-throughs, early arrivals, late check-outs, and groups/crew allocations.
• Ensure accurate system data (PMS/GXP) for arrivals, departures, preferences, and rate codes; flag discrepancies for correction.
• Prepare arrival reports and brief the Front Office team on VIPs, special occasions, accessible room needs, special requests and amenity placements.
• Assist in overbooking and displacement strategies under guidance, minimizing guest inconvenience while protecting revenue.
• Ensure all Front Office Traces are followed up in a timely manner · Ensure all reservation comments and the respective details are updated in a timely manner · Ensure all guest emails are replied to in a professional and timely manner.
• Gain understanding of the departmental goals and financial targets and support management team in achieving these targets.
• To be fully involved in the Rewards and Loyalty program, Enrolments and achieving Upsell revenue.
• Maintain all procedures and adheres to them within the guidelines; with emphasis especially on hotel credit policy.
• Partner with Security and Front Office leadership on rooming integrity and key control procedures.

• Assist to cover breaks for the Front Office team.

Front Office Operations & Collaboration

• Support check-in/out, cashiering, and guest engagement at the desk during peak periods as assigned.
• Contribute to daily Authentic Moments; share guest insights and operational risks to aid decision-making.
• Comply with brand standards, SOPs, and grooming guidelines; maintain a calm, composed presence under pressure.
• Participate in on-the-job training, e-learning, and cross-exposure across Front Office, Housekeeping, and Reservations.
• Uphold health & safety, fire life safety, and emergency procedures; practice safe and secure work habits.
• Create a positive hotel image in every interaction with internal and external customers  
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests