Front Desk Officer

Job Title:

Front Desk Officer

Job Location:

Madrid, Spain
Department:
Rooms Division

Reports to:

Front Desk Manager & Operations Manager

About Us:

In the Philippines, hospitality is a way of life, rooted in warmth, sincerity, and genuine care that makes guests feel s unique Filipino spirit inspires Hotel
101 Global, the first Filipino global hotel brand, sharing our culture of connection and comfort worldwide. Listed on Nasdaq under the ticker “HBNB,” we are proud to bring Filipino hospitality to the global stage. Our innovative “condotel” model combines real estate and hospitality, offering consistent quality through our Happy Room standard, powered by efficient, tech-driven operations.

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Job Summary:

The Front Desk Officer is responsible for delivering excellent guest service at the Front Desk, including check-in, check-out, and handling guest inquiries. The role ensures smooth operations by accurately processing reservations and financial transactions, maintaining digital kiosks, and supporting lobby operations to enhance guest satisfaction and operational efficiency.

Welcome guests and efficiently handle check-in and check-out procedures.
Verify and process room reservations, cancellations, and modifications accurately.
Handle guest requests, questions, and complaints promptly and professionally.
Accurately process payments, including cash, credit cards, and digital payments.
Assists in luggage storage and retrievals.
Ensure every guest interaction is satisfactory and helpful.
Attend all trainings as prescribed by the management.
Wear clean, well-fitted uniforms with nameplate and observe proper grooming according to the standards set by the management.
Create room reservations on the system as necessary for walk-ins or late-night inquiries.
Maintain the proper functioning of digital kiosks, credit card machines, and scanners.
Encourage guests to use digital platforms such as the kiosks, digital check in, mobile keys and guest requests through the room’s QR codes.
Monitor lobby traffic and coordinate with Housekeeping anything that needs attention.
Record all transactions, guest requests, and communications accurately in the system.
Collect guest feedback during check-out and forward relevant information to the Front Office Supervisor.
Ensure operational checklists are completed and all documentation is updated before shift end.
Respond to guest emails and inquiries within one hour, and manage internal communications as instructed.
Follow Hotel
101 Global Standards for service quality, guest interactions, and operational procedures.
Qualifications and

Experience:

Bachelor’s degree in Hospitality, Tourism, or any other related field.