Front Office Associate

Guest Service & Front Desk Operations:

• Guest Reception: Welcome guests warmly upon arrival and provide a professional check-in and check-out process.
• Room Allocation: Assist in assigning rooms based on guest preferences, special requests, and availability, ensuring a smooth arrival experience.
• Handling Reservations: Manage reservations, cancellations, and modifications efficiently, ensuring accurate records in the hotels property management system (PMS).
• Guest Queries & Requests: Address guest inquiries and requests, providing information on hotel services, local attractions, and dining options.
• Concierge Services: Assist with concierge services, such as booking transportation, event tickets, and dining reservations.

Guest Relations, Anticipating Needs & Creating Delightful Experiences:

• Personalized Service: Take the initiative to anticipate guest needs by observing preferences and proactively offering assistance or special amenities.
• Guest Engagement: Actively engage with guests to understand their needs and ensure their stay is as comfortable as possible.
• Delightful Experiences: Create memorable and delightful moments for guests by arranging small surprises, such as personalized welcome notes, special amenities for kids or elderly guests, or assisting with celebrations.
• Guest Feedback & Preferences: Record and maintain guest preferences and feedback for future stays, ensuring personalized and seamless experiences each time they visit.

Guest Relations & Problem Solving:

• Issue Resolution: Handle guest complaints or issues calmly and professionally, escalating to the Front Office Executive or Front Office Manager when necessary, but aiming to resolve matters quickly and effectively.
• Guest Satisfaction: Ensure that each guest leaves with a positive impression, taking feedback and acting on opportunities for improvement.

Special Requests: Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests, such as room upgrades, amenities, or maintenance needs.