Front Office Associate

The Front Office Associate plays a vital role in ensuring smooth operations and delivering excellent customer service within a variety of industries. They are the first point of contact for guests and clients, responsible for managing reservations, handling inquiries, and supporting daily administrative tasks. The position demands strong communication, organizational, and problem-solving skills, as well as a customer-focused attitude. By efficiently coordinating with other departments and maintaining accurate records, a Front Office Associate contributes significantly to the overall success of the organization. This role requires adaptability, attention to detail, and a commitment to providing a positive experience for every guest or client.

1. Guest Interaction:

· Greet guests warmly and ensure they feel welcomed.

· Provide guests with relevant information about the hotel's services, amenities, and facilities.

· Answer inquiries related to bookings, services, and the surrounding area.

· Assist with check-ins and check-outs, ensuring a smooth and efficient process.

1. Reservation Management:

· Process and manage reservations accurately using booking systems.

· Update guest bookings and handle cancellations, modifications, and special requests.

· Monitor room availability and ensure an optimal guest experience.

1. Administrative Support:

· Answer phone calls and emails promptly, handling inquiries or directing them to the appropriate department.

· Maintain accurate records of guest information, reservations, and transactions.

· Prepare daily reports, correspondence, and documentation as needed.

· Manage the front office's filing system to ensure proper organization.

1. Financial Transactions:

· Process payments for guest stays, including handling cash, credit cards, or other payment methods.

· Issue receipts and ensure all transactions are accurate.

· Assist with balancing the front office cash register and resolving any discrepancies.

1. Guest Complaint Handling:

· Address guest complaints or concerns promptly and professionally.

· Investigate issues and work toward a solution, escalating more complex problems to the management team.

· Ensure guests' satisfaction by providing personalized and attentive service.

1. Coordination with Other Departments:

· Work closely with housekeeping, maintenance, and other hotel departments to ensure a seamless experience for guests.

· Communicate guest preferences, special requests, or issues to relevant departments.

· Follow up with departments to ensure guest needs are met in a timely manner.

7. Security and Safety:

· Ensure the safety and security of guests by following hotel policies and procedures.

· Monitor and control access to the premises, ensuring only authorized persons enter restricted areas.

· Report any safety hazards or security concerns to management.

8. Lobby and Front Desk Area Maintenance

· Maintain the cleanliness and organization of the front desk and lobby area.

· Ensure the front office area is stocked with necessary materials, including brochures, forms, and supplies.

1. Handling Special Requests:

· Coordinate special guest requests, such as transportation, concierge services, or additional amenities.

· Ensure that requests are met efficiently and to the guest's satisfaction.

1. General Support:

· Assist in any other tasks related to front office operations or guest services as directed by management.

· Stay up-to-date with hotel policies, services, and industry trends to provide the best possible guest experience.

QUALIFICATIONS

• Bachelor's degree in Hospitality ad Tourism Management (or any related course/training)
• With at least 6 months experience as a front office associate that handles customer service, cash handling, has reservation system experience, multi-tasking and problem solving and knows how to coordinate with another hotel department.