Front Office Associate

About the role

We are seeking a dedicated and guest-focused Front Office Associate to join the team at Andorra El Nido Leisure Corp in El Nido, Palawan. This is a full-time position that serves as the vital first point of contact for our guests, setting the tone for their entire stay with us. As a Front Office Associate, you will be responsible for delivering exceptional guest services, managing check-ins and check-outs, handling reservations, and ensuring that every interaction reflects our commitment to hospitality excellence. This role is central to maintaining the high standards and welcoming atmosphere that define our leisure destination.

Key responsibilities

• Greeting guests upon arrival and departure with warmth and professionalism, ensuring a memorable first and last impression
• Processing check-ins and check-outs efficiently whilst maintaining accuracy in guest information and payment procedures
• Managing room reservations, modifications, and cancellations using our property management system
• Responding promptly to guest enquiries and requests, providing information about resort facilities, local attractions, and services
• Handling guest complaints and issues with diplomacy and problem-solving skills, escalating matters when necessary
• Processing payments and managing cash and credit card transactions with accuracy and security
• Coordinating with housekeeping, maintenance, and other departments to ensure smooth guest experiences
• Maintaining the front desk area and ensuring it is welcoming, organised, and well-stocked
• Answering phones and directing calls to appropriate departments or guests
• Performing administrative tasks such as data entry, preparing reports, and filing documentation
• Supporting special events and guest activities as required

What we're looking for

• College diploma or equivalent; hospitality or tourism certification is desirable
• Proven experience in a front office, guest services, or customer-facing role within the hospitality industry
• Excellent communication and interpersonal skills with the ability to interact professionally with guests from diverse backgrounds
• Strong organisational and time-management abilities, with the capacity to multitask in a fast-paced environment
• Proficiency with computer systems and property management software; willingness to learn new systems quickly
• Fluency in English; proficiency in additional languages such as Tagalog, Mandarin, or Japanese is highly advantageous
• Ability to remain calm and composed when handling challenging situations and difficult guests
• Attention to detail and accuracy in processing transactions and maintaining records
• A genuine passion for hospitality and a commitment to delivering outstanding customer service
• Physical ability to stand for extended periods and the flexibility to work shifts, including evenings, weekends, and holidays