front office associate

3 hours ago

Subic Bay Freeport Zone Zambales, Philippines The Aurora Subic Hotel Full time ₱200,000 - ₱300,000 per year

Roles & Responsibilities

  • Welcomes guests upon arrival and provides a warm, positive first impression
  • Performs guest registration, check-in, and check-out procedures efficiently
  • Assigns rooms based on availability, guest preference, and hotel protocol
  • Issues room keys or access cards and explains hotel guidelines when needed
  • Manages and updates reservations accurately in the Property Management System (PMS)
  • Handles walk-in inquiries, phone calls, and email communications promptly
  • Responds to guest requests and inquiries in a courteous and helpful manner
  • Addresses guest concerns or complaints and escalates when necessary
  • Coordinates with housekeeping for room status, cleaning schedules, and readiness
  • Endorses maintenance or repair needs to the engineering team
  • Communicates with security for guest safety, access, and incident handling
  • Posts and verifies room charges, service requests, taxes, and other fees in the PMS
  • Processes guest billing accurately and presents statements clearly
  • Accepts payments through cash, card, online transfer, or approved hotel channels
  • Issues official receipts and provides booking confirmation when required
  • Balances transactions at the end of each shift with high integrity and accuracy
  • Maintains organized guest files, records, and shift endorsement logs
  • Assists with concierge duties (transportation, luggage, tours, recommendations)
  • Supports VIP and special-needs guest handling based on hotel standard procedures
  • Conducts room upselling and promotes hotel facilities to increase revenue
  • Ensures confidentiality and protection of guest information
  • Maintains a clean, presentable, and organized front desk and lobby area
  • Performs proper handover and shift endorsement to ensure seamless transitions
  • Adheres to hotel policies, procedures, grooming, and service standards
  • Stays composed and efficient during peak hours or high occupancy periods

Daily Operational Duties

  • Prepares arrival and departure lists and reports
  • Checks room availability and occupancy status in the PMS
  • Monitors and manages deposits and reservations from third-party platforms
  • Records feedback, incidents, complaints, and guest logs properly
  • Assists in managing guest flow during busy hours
  • Handles cash float responsibly and completes end-of-day balancing
  • Endorses requests from travel agents, online platforms, or direct bookings

Competency Requirements

  • Strong communication skills (English and Filipino)
  • Excellent customer service and interpersonal skills
  • Knowledge of hotel PMS and reservation systems
  • Attentive to detail, especially in billing and documentation
  • Ability to multitask and work under pressure
  • Active listener with problem-solving skills and a guest-centric mindset
  • Maintains professionalism and teamwork at all times

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