Front Office Associate

2 weeks ago

Makati, Philippines One Engine Full time

Key Responsibilities:

Primary Objective of Position:
- Attend to the day-to-day needs of hotel guests

Duties and Responsibilities:
- Performs check-in and check-out procedures
- Handles and processes room reservations and extensions
- Responds promptly to guest inquiries across all booking channels
- Reviews daily arrivals and notes special requests
- Performs exceptional customer service, puts guest’s satisfaction as a top priority, and can remain calm, courteous, and warm at all times
- Collects guest information and updates guest profiles
- Administer and perform all cashier functions and ensure payment collections are intact and accounted for at all times
- Proactively upsell rooms to increase revenue
- Assist showroom and maintain good knowledge of the hotel, its services and features, as well as familiarity of the neighborhood
- Attend to and resolve guest concerns and complaints with grace and sense of urgency and escalate to immediate superior and/or to other concerned departments if and when needed
- Reports any unusual occurrences or requests to the immediate superior
- Maintains neat and clean Front Desk and monitors and be responsible for Front Office equipment and supplies
- Prepares/generates daily Front Office reports
- Obtains feedback from guests and encourages them to share positive commendations online
- Work closely with Housekeeping department to keep room status up to date and with Maintenance department for maintenance and repair works
- Perform safety and emergency procedures when needed

Qualifications:
- Graduate of Hotel and Restaurant Management or any related course and/or has previous work experience/internship as a Hotel Front Desk Agent, Receptionist or similar role,
- Fresh graduates are encouraged to apply.
- Experience with Opera or other similar hotel reservations software is an advantage
- Amenable to work on shifting schedules (morning, mid, and graveyard) and willing to work on weekends and holidays

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