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 What we need from you: • High school graduate and above • Flexible to work rotating shifts, weekends, and public holidays. • Prior exposure to customer service or hotel operations is advantageous (internships/part-time). At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.