Front Office Associate

Position Title: Front Office Associate
Reports To: Front Office Supervisor/Front Office Manager
Location: Makati City

Summary

Assists the Front Office Supervisor in the monitoring of FO staff and ensures that employees adhere to front office policies and procedures; manages guest complaints; takes appropriate actions when needed; and submits reports to the FO manager on a timely manner.

Essential Duties & Responsibilities

I. Guest Relations

• Ensure that guests receive a speedy and efficient check in and out within set standards of front office
• Maintain and update guest history and marketing database as laid down in Front office procedures.
• Ensure all master folios due to depart have been checked out and have their respective back-ups attached.
• Handle keys and ensures that Security Policies are adhered to.
• Adhere to pre-set availability and rate controls.
• Create an opportunity to upsell rooms, outlets and other hotel facilities
• Handle all arrival and departure records according to the standards set in the Policies and Procedures
• Ensure efficient handling of incoming and outgoing mail, messages received via extranets and property management systems (PMS), as well as inquiries through social media channels in a timely and prompt manner.
• Comply with all systems and procedures as laid down by the Front Office Manager.
• Is responsible for the posting of all charges brought to the cashiers by different revenue centers such as laundry, restaurants, spa, etc.
• Ensure the correct closing procedures are carried out and reports are accurate before closing.
• Assist guests with restaurant reservations, transport arrangements and local area information

II. Cashiering

• Collect payment for room charges and incidentals.
• Issue receipts and invoices to guests
• Perform cashier functions; balances at the end of the shift according to established standards.
• Ensure the general float contains sufficient funds while on duty and is balanced before finishing the shift.
• Assist guest with inquiries related to billing and payments.
• Implement government discounts such as those for seniors and persons with disabilities, following the policies and procedures established by the Finance Department.

III. Guest Complaint Management

• Report complaints or concerns to FO Supervisor/FO Manager if no immediate solution can be found.
• Ensure a high level of liaison is maintained between Front Office and all other departments within the hotel
• Ensure the Front Office Manager or FO Supervisor is kept fully aware of any relevant feedback from customers or other departments

IV. Reservations

• Process, amend or cancel reservations requested by phone or email directly in the system, promptly and accurately according to established standards.
• Coordinate closely with Sales personnel to enter all data for Group bookings, releasing any unused rooms back to Hotel’s room inventory
• Check daily arrivals to ensure all reservation entries are complete and accurate.
• Accept and confirm customers’ requests for accommodation repeating all details to ensure accuracy in the data entered and providing them with a confirmation number
• Ensure all correspondences are promptly replied to within 24 hours
• Assist in tracking guests’ feedback

V. Other Duties

• Connect outside calls to the required department
• Maintain a welcoming and organized front desk area
• Perform other duties that may be assigned

Job Type: Full-time

Pay: Php30,000.00 - Php35,000.00 per month

Ability to commute/relocate:

• Makati: Reliably commute or planning to relocate before starting work (Required)

Language:

• English (Preferred)

Work Location: In person