Front Office Associate

Job Summary:

The Front Office Desk Associate serves as the first point of contact for all guests, ensuring a warm welcome and smooth check-in/check-out process. This role plays a vital part in guest satisfaction by delivering exceptional service, managing reservations, and supporting daily front office operations.

Key Responsibilities:

• Greet and welcome guests in a warm, courteous, and professional manner.
• Perform check-in and check-out procedures accurately and efficiently.
• Handle guest reservations, room assignments, cancellations, and modifications using hotel software systems.
• Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution or escalation.
• Enhance guest experience through providing guest with hotel information and amenities, and promoting room upgrades and special offers.
• Manage incoming phone calls and emails, direct messages, and handle room service or housekeeping coordination.
• Process payments, issue invoices, and maintain accurate financial transactions.
• Monitor lobby activity and maintain the cleanliness and professionalism of the front desk area.
• Maintain confidentiality and security of guest information and hotel operations.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Ensure guest satisfaction by following company standards and exceeding expectations.
• Assist in compiling shift reports, occupancy data, and other administrative tasks.

Qualifications:

• Bachelor's degree in Hospitality Management, Tourism, or a related field; Hotel and Restaurant Management (HRM) is highly preferred.
• Good command of English; knowledge of additional languages is an asset.
• Excellent customer service with strong interpersonal and communication skills.
• Professional appearance and positive attitude.
• Ability to handle stressful situations calmly and professionally.
• Strong attention to detail and accuracy.
• Problem-solving and decision-making skills.
• Team player with the ability to work independently
• Flexibility to work on shifts, weekends, and holidays.
• Working Schedule = 6 days per week