Job Title: Front of House (FOH) Executive / Associate
Role Overview:
The Front of House (FOH) professional is responsible for creating a positive first impression for customers or guests. This role involves greeting visitors, managing front desk operations, handling inquiries, and ensuring a smooth and welcoming customer experience.
Key Responsibilities:
1. Guest/Customer Interaction
- Welcome and greet guests or customers in a friendly and professional manner
- Provide information about services, products, or facilities
- Handle customer inquiries, complaints, and requests efficiently
2. Front Desk Operations
- Manage reception area, including answering calls and handling emails
- Maintain visitor logs and coordinate appointments/reservations
- Ensure the front desk area is clean, organized, and presentable
3. Service Coordination
- Coordinate with internal teams (kitchen, housekeeping, operations, or sales)
- Ensure smooth flow of customer service and timely assistance
4. Booking & Billing Support
- Handle reservations, bookings, or order processing
- Assist with billing, payments, and basic cash handling (if applicable)
5. Customer Experience Management
- Ensure high levels of customer satisfaction
- Address issues proactively and escalate when needed
6. Compliance & Hygiene
- Follow company policies, safety standards, and hygiene protocols
- Ensure adherence to service standards and SOPs
Qualifications & Skills:
- High school diploma or graduate in Hospitality, Business Administration, or related field
- 1–3 years of experience in customer service, hospitality, or front office roles
- Excellent communication and interpersonal skills
- Presentable personality and customer-focused approach
- Basic computer knowledge (MS Office, booking systems, POS software)
Key Competencies:
- Customer service orientation
- Communication skills
- Problem-solving ability
- Multitasking and time management
- Professional appearance and attitude
Preferred Experience:
- Experience in hotels, restaurants, retail stores, or healthcare front desk
- Knowledge of reservation systems or POS tools
- Multilingual skills (added advantage)
Performance Metrics (KPIs):
- Customer satisfaction scores
- Response and service time
- Complaint resolution rate
- Accuracy in bookings/billing
