Guest Service Associate - Front Office

Guest Check-In and Check-Out: Greet guests upon arrival, verify their reservations, and assist with the check-in process. Provide information about the hotel's amenities, services, and policies. Collect payments, issue room keys, and ensure smooth and efficient check-out procedures. Reservation Handling: Receive and process reservations, whether made online, over the phone, or in person. Maintain accurate records of guest bookings and update the reservation system as needed. Assist guests with modifying or canceling reservations, as necessary. Customer Service: Provide exceptional customer service by addressing guest inquiries, concerns, and requests promptly and professionally. Offer recommendations for local attractions, restaurants, and other points of interest. Handle and resolve guest complaints or issues, escalating them to the appropriate department if necessary. Front Desk Operations: Perform various front desk duties, including answering phone calls, responding to emails, and managing guest messages and requests. Coordinate with other hotel departments, such as housekeeping and maintenance, to fulfill guest needs and ensure a seamless experience. Concierge Services: Provide concierge services, such as arranging transportation, booking restaurant reservations, and assisting with travel arrangements. Offer guidance and information regarding local events, entertainment, and activities. Cash Handling: Handle cash transactions accurately, including accepting payments for rooms, additional services, and incidental expenses. Maintain a balanced cash drawer and follow proper cash handling procedures. Guest Safety and Security: Maintain a safe and secure environment for guests by following established security procedures. Monitor and control access to the hotel, ensuring only authorized individuals enter the premises. Respond promptly to emergency situations and report any suspicious activities or incidents. Administrative Tasks: Perform various administrative duties, including maintaining guest records, updating databases, and preparing reports. Assist with general office tasks, such as filing, photocopying, and faxing documents.