Front Desk Officer

Responsibilities:

Customer Reception and Assistance:

• Welcome and attend to customers and visitors in a friendly and professional manner.
• Provide accurate information about La La Land's services, facilities, activities, and operating hours.
• Direct customers to the appropriate departments or recreational areas.
• Attend to walk-in customers and respond to enquiries.
• Ensure customers receive prompt attention and a positive first impression.

Customer Enquiries and Bookings:

• Handle telephone calls, emails, and online enquiries.
• Assist customers with reservations, event bookings, and activity registrations.
• Provide information about available packages, pricing, promotions, and special offers.
• Maintain accurate records of customer bookings and reservations.
• Follow up on customer enquiries and pending bookings where necessary.

Payment and Transaction Support:

• Receive and process customer payments where authorised.
• Issue receipts and maintain accurate payment records.
• Coordinate with the cashier or finance department to confirm payments.
• Ensure all transactions are properly documented and reconciled.
• Report payment discrepancies to the appropriate supervisor.

Customer Service and Complaint Handling:

• Attend to customer complaints and provide appropriate assistance.
• Resolve basic customer concerns professionally and escalate complex issues.
• Collect customer feedback and communicate recurring concerns to management.
• Maintain a calm and helpful attitude when dealing with difficult customers.
• Ensure customer enquiries are handled promptly.

Administrative and Record Management:

• Maintain accurate customer records, booking registers, and visitor logs.
• Prepare daily front desk activity reports.
• Maintain proper documentation of enquiries, reservations, and customer complaints.
• Ensure the reception area is clean, organised, and presentable.
• Monitor front desk supplies and report shortages.

Coordination and Communication:

• Communicate customer requests to relevant departments.
• Work closely with the Customer Experience Manager and Operations Team.
• Inform customers of changes to bookings, schedules, or facility availability.
• Support the coordination of events, birthday celebrations, and group visits.

Requirement:

• OND in Business Administration, Hospitality Management, Mass Communication, or a related field.
• 1–3 years' experience in front desk operations, customer service, hospitality, or administration.
• Good verbal and written communication skills.
• Proficiency in Microsoft Office and basic computer applications.
• Good telephone etiquette and professional customer service skills.
• Strong organisational and multitasking abilities.
• Good interpersonal and problem-solving skills.
• Neat appearance, confidence, and a welcoming personality.
• Ability to work shifts, weekends, and public holidays.

Key Competencies:

• Excellent communication and interpersonal skills.
• Customer service orientation.
• Telephone and email etiquette.
• Basic administrative and record-keeping skills.
• Attention to detail.
• Problem-solving and conflict-resolution skills.
• Computer literacy.
• Professionalism and emotional intelligence.
• Ability to work under pressure.