Front Office Assistant

JOB TITLE: FRONT OFFICE ASSISTANT

RESPONSIBLE FOR: To greet guests in accordance with training and allocate rooms according to laid-down procedures.

The main duties involved in the role of a Front Office Assistant at The Address Citywest are outlined below however this list is not exhaustive.

Main Duties

• To arrive promptly on duty as scheduled in a full, clean & presentable uniform at all times in accordance with company grooming policy.
• Maintain the highest level of personal and work cleanliness and hygiene.
• Adhere to the company's Code of Conduct.
• To comply with company regulations regarding, fire, health and safety, hygiene, customer care and security.
• To read, understand and carry out your responsibilities as defined in the Health and Safety Statement and Staff Handbook.
• Check and ensure the correctness of all reception floats.
• Ensure work areas are kept clean, safe and tidy at all times.
• Receive and register guests on arrival, using their names at all times adhering to laid down procedures e.g. brand standards.
• Ensure all documentation relating to the registration and checking out of guests is as per standard of procedures.
• Be thoroughly familiar with all company selling procedures and promotions.
• Be aware of hotel room availability and rates at all times.
• Adhere to all regulations in respect of Health and Safety, hygiene, guest safety, fire regulations, emergency procedures, etc
• To ensure that any additional requirements for guests are offered and catered for as much as is reasonably possible, i.e. dinner reservations, porter, information services etc.
• To ensure that all charges are posted correctly onto room bills.
• Maintain & monitor management accounts.
• Be aware of all hotel facilities & amenities. (ie car parking, directions etc)
• Communicate with colleagues and guests professionally.
• Provide the highest level of customer services consistently.
• Provide relevant reports to departments as required.
• To take reservations and respond to guests in a timely and professional manner.
• To answer switchboard in a warm and welcoming manner and effectively transfer calls to correct extensions in the absence of the switchboard operator.
• To administer all reservations, cancellations & no-shows in line with company policy.
• Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.
• Conduct regular security checks throughout the day and report any issues to management.
• Report any maintenance issues immediately to management,
• To correctly take messages for guests/staff ensuring that date, time, message, from, to and initial are noted.
• To ensure that relevant people receive any messages immediately.
• Dealing with any guest requests/queries in a polite and attentive manner and reporting/logging any problems to the Duty Manager.
• Balancing of telephone, lounge, restaurant, bars and reception cash at the end of each shift.
• The sensible allocation of rooms to customers having viewed all relevant guest requests.
• Check all telephone charges from meeting rooms and ensure they are posted to correct folios.
• Handling safe deposits for guests.
• Maximise in-house selling whenever possible and maintain an awareness of all sales opportunities.
• Dealing with Foreign Exchange for customers.
• To ensure that all monies are kept secure at all times.
• All staff of the company are required to make themselves available for training and communication meetings for which advance notice will normally be given. The content of all training session and issues addressed at team meetings must be adhered to.
• Complete duties as per checklist
• To ensure that all cash in dealt with in accordance with cash handling procedures.
• To carry out any reasonable duty requested by a manager, senior staff member or request of a guest.