Front Office Associate
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Job Description
1. Guest Relations & Customer Service
• Welcome guests warmly and professionally, ensuring a personalized and hospitable experience.
• Assist guests with their inquiries, requests, and concerns promptly and courteously.
• Maintain the highest standards of guest satisfaction and service excellence.
• Anticipate guest needs and provide personalized services to enhance the overall guest experience.
• Handle guest complaints professionally and escalate issues to the appropriate authority when required.
2. Front Desk Operations
• Perform guest check-in and check-out procedures efficiently and accurately.
• Verify guest identification, registration details, and payment information.
• Manage room allocations, room changes, and guest requests in coordination with the Housekeeping and Reservations teams.
• Ensure accurate billing, folio management, and settlement of guest accounts.
• Maintain proper records of guest transactions and front desk activities.
3. Reservations & Communication
• Assist guests with room reservation inquiries, modifications, and cancellations.
• Handle incoming calls, emails, and guest messages professionally.
• Provide accurate information regarding hotel facilities, services, dining options, and local attractions.
• Coordinate with the Reservations team to ensure room availability and accurate booking information.
4. Interdepartmental Coordination
• Coordinate with Housekeeping regarding room status, cleanliness, and room readiness.
• Liaise with Concierge, Bell Desk, Security, Food & Beverage, and other departments to fulfill guest requirements.
• Ensure smooth communication during shift handovers and maintain proper records of pending tasks.
5. Hotel Standards & Compliance
• Adhere to the hotel's Standard Operating Procedures (SOPs), grooming standards, and service protocols.
• Maintain confidentiality of guest information and hotel records.
• Follow hotel policies related to safety, security, and emergency procedures.
• Ensure the front desk area remains clean, organized, and presentable at all times.
Requirements
Function: Finance
Experience Level: Mid-Senior Level