Frasers House, A Luxury Collection Hotel, Singapore - University Intern - Front Office

What you'll do

• Log, track and follow up on guest requests and messages through approved systems, keeping proper records.
• Work with Front Office, Housekeeping, Engineering and Sales on room conditions, status, maintenance updates, VIP readiness and turn times.
• Keep PMS/GXP data accurate for arrivals, departures, preferences and rate codes, and flag discrepancies for correction.
• Prepare arrival reports and brief the Front Office team on VIPs, special occasions, accessible room needs, requests and amenities.
• Help with overbooking and displacement strategies under guidance while protecting revenue and limiting guest inconvenience.
• Handle inbound and outbound guest calls, emails and chat messages with brand-appropriate etiquette and a service recovery mindset.
• Record and control wake-up call requests in a timely manner.
• Follow guest security and privacy principles, including PCI and information security standards when handling guest data and payments.
• Follow policies and procedures for emergencies such as fire or bomb scare, and keep detailed knowledge of the hotel's fire, life and safety system and Emergency Response Team.
• Process room reservation enquiries, explain rates and hotel information, and route complex requests to Reservations.
• Dispatch guest requests such as amenities, engineering and housekeeping through approved systems.
• Own issue resolution by following up until closure and documenting all interactions.
• Monitor chats, cases, call queues and abandon rates, escalating to the Duty Manager and setting priorities.
• Keep up to date with events and property news in Authentic Moments and any ongoing works so enquiries are answered accurately.
• Promote upsell and cross-sell opportunities such as room upgrades, F&B and festive packages based on guest needs.
• Keep the work environment clean and report switchboard equipment defects or system flow issues to the Instant Service Manager or Supervisor.
• Execute daily room control including pre-assignments, blocking, traces and room moves to balance guest preferences with maintenance and housekeeping status.
• Coordinate with Housekeeping and Engineering on room condition, OOO/OOS rooms, turn times and VIP readiness.
• Support inventory constraints such as stay-throughs, early arrivals, late check-outs and group or crew allocations.
• Follow up Front Office traces, update reservation comments and reply to guest emails professionally and on time.
• Support departmental goals and financial targets, including the Rewards and Loyalty programme, enrolments and upsell revenue.
• Follow hotel credi