Front Office Associate

2 weeks ago

Makati City, National Capital Region, Philippines Hospitality Innovators Full time

Position Title: Front Office Associate

Reports To: Front Office Supervisor/Front Office Manager

Location: Makati City

Summary

Assists the Front Office Supervisor in the monitoring of FO staff and ensures that employees adhere to front office policies and procedures; manages guest complaints; takes appropriate actions when needed; and submits reports to the FO manager on a timely manner.

Essential Duties & Responsibilities

I. Guest Relations

  • Ensure that guests receive a speedy and efficient check in and out within set standards of front office
  • Maintain and update guest history and marketing database as laid down in Front office procedures.
  • Ensure all master folios due to depart have been checked out and have their respective back-ups attached.
  • Handle keys and ensures that Security Policies are adhered to.
  • Adhere to pre-set availability and rate controls.
  • Create an opportunity to upsell rooms, outlets and other hotel facilities
  • Handle all arrival and departure records according to the standards set in the Policies and Procedures
  • Ensure efficient handling of incoming and outgoing mail, messages received via extranets and property management systems (PMS), as well as inquiries through social media channels in a timely and prompt manner.
  • Comply with all systems and procedures as laid down by the Front Office Manager.
  • Is responsible for the posting of all charges brought to the cashiers by different revenue centers such as laundry, restaurants, spa, etc.
  • Ensure the correct closing procedures are carried out and reports are accurate before closing.
  • Assist guests with restaurant reservations, transport arrangements and local area information

II. Cashiering

  • Collect payment for room charges and incidentals.
  • Issue receipts and invoices to guests
  • Perform cashier functions; balances at the end of the shift according to established standards.
  • Ensure the general float contains sufficient funds while on duty and is balanced before finishing the shift.
  • Assist guest with inquiries related to billing and payments.
  • Implement government discounts such as those for seniors and persons with disabilities, following the policies and procedures established by the Finance Department.

III. Guest Complaint Management

  • Report complaints or concerns to FO Supervisor/FO Manager if no immediate solution can be found.
  • Ensure a high level of liaison is maintained between Front Office and all other departments within the hotel
  • Ensure the Front Office Manager or FO Supervisor is kept fully aware of any relevant feedback from customers or other departments

IV. Reservations

  • Process, amend or cancel reservations requested by phone or email directly in the system, promptly and accurately according to established standards.
  • Coordinate closely with Sales personnel to enter all data for Group bookings, releasing any unused rooms back to Hotel's room inventory
  • Check daily arrivals to ensure all reservation entries are complete and accurate.
  • Accept and confirm customers' requests for accommodation repeating all details to ensure accuracy in the data entered and providing them with a confirmation number
  • Ensure all correspondences are promptly replied to within 24 hours
  • Assist in tracking guests' feedback

V. Other Duties

  • Connect outside calls to the required department
  • Maintain a welcoming and organized front desk area
  • Perform other duties that may be assigned

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Ability to commute/relocate:

  • Makati City: Reliably commute or planning to relocate before starting work (Required)

Language:

  • English (Preferred)

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