Front Office Officer

Position Overview

The Student Services / Front Office Officer is responsible for delivering professional front-line administrative support and ensuring a positive student and parent experience.

The role manages reception services, student enquiries, documentation requests, and general campus coordination. The position contributes to institutional professionalism, service quality, and operational efficiency.

Key Responsibilities

Front Office & Reception Management

• Manage daily reception operations
• Welcome visitors, students, and parents in a professional manner
• Handle incoming calls, emails, and walk-in enquiries
• Maintain visitor log and access procedures
• Ensure front office area reflects institutional standards

Student Services Support

• Respond to routine student enquiries
• Issue official documents (confirmation letters, enrolment letters, student ID cards)
• Coordinate documentation requests with Academic Administrator
• Assist students with administrative procedures
• Support onboarding processes for new students

Parent & Communication Support

• Serve as first point of contact for parents
• Direct enquiries to relevant departments
• Maintain communication logs
• Support scheduling of parent meetings

Administrative Coordination

• Assist with record filing and document management
• Support attendance tracking processes
• Assist in preparation for events (Open Days, exams, seminars)
• Coordinate classroom readiness where required
• Support distribution of official announcements

Event & Campus Support

• Assist in organising institutional events
• Coordinate logistics for information sessions
• Support examination administration logistics
• Maintain basic inventory of office supplies
  

Key Performance Indicators (KPIs)

• Response time to student and parent enquiries
• Accuracy in document preparation and issuance
• Professional service standards
• Organisation and cleanliness of front office
• Timeliness in handling administrative tasks

Required Qualifications

• Diploma or Bachelor’s degree in Business Administration, Hospitality, or related field
• Experience in customer service or administrative roles
• Experience in education environment preferred

Required Skills & Competencies

• Professional appearance and demeanour
• Strong interpersonal and communication skills
• Organised and detail-oriented
• Ability to multitask in a structured manner
• Proficiency in Microsoft Office applications
• Basic data entry and record management skills

Preferred Attributes

• Experience working with students and parents
• Strong English communication skills
• Lao language proficiency preferred
• Service-oriented mindset
• Ability to remain calm under pressure

Working Relationships

Internal:

• Operations & Administration Manager
• Academic Administrator
• Admissions Officer
• Academic Staff

External:

• Students
• Parents
• Visitors
• Service vendors (basic coordination)