FRONT OFFICE ASSOCIATE
The Front Office Associate directly reports to the Front Office Supervisor and is responsible for:
DUTIES AND RESPONSIBILITIES:
· Respond to guests’ inquiries
· Process guests accommodation in the hotel
· Maintain complete knowledge at all times of:
a. all hotel features/services, hours of operation
b. all room types, numbers, layout, décor, appointments and location
c. all room rates, special packages and promotions
d. daily house count and expected arrivals/departures
e. room availability status for any given day
· Provide complete and accurate information
· Take, record and relay messages accurately, completely and legibly
· Assist and respond to guests’ issues and complaints
· Check-in guests and provide appropriate room assignments
· Issue designated room key and key card to guests
· Initiate courtesy call after check-in to ensure guest is satisfied with accommodations and offer any assistance
· Communicate VIP arrivals to designated personnel for escort and delivery of amenities
· Provide prompt, gracious and efficient telephone service
· Anticipate guests’ needs, respond promptly and acknowledge all guests at any circumstances
· Accept guests’ requests and communicate pertinent requests to designate departments or personnel
· Accept, record and perform wake-up call requests
· Provide concierge service - fluent knowledge of local restaurants, city attractions, transportation, special events, and guest amenities
· Communicate services, amenities and other information about the hotel to guest
· Facilitate guest departure, provide accurate statements, collect all payments due and ensure guest satisfaction
· Advise guest of any messages, mail, faxes, etc. received for them
· Maintain accurate logs of mail, packages, parcels or other items for guest delivery
· Keep the front desk area clean and well organized
· Verify that the correct charges and credits are posted to the corresponding guest folio
· Verify and collect payment for stay including incidental costs
· Adhere to all cashiering procedures and verify all cash, credit card, and check transactions
· Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift
· Ensure proper credit card procedures are followed at all times: include credit card imprint and guest signature on registration slip
· Balance all miscellaneous income against vouchers, tape totals, and property management system totals
· Initiate Night Audit process in the Property Management system
· Prepare all next day guest reservations arrivals check-in slips
· Prepare appropriate reports for next business day for housekeeping department
· Prepare all necessary reports for the Front Office Supervisor and Operations Manager
· Maintain and update guests record and history
· Meet with departing or arriving Front Office Agent to review operation status, logbook and follow up items
· Review arrivals, note special requests and block rooms as necessary for VIP and group arrivals
· Perform all duties, other than the above as requested by hotel policies and/ or direct supervisor
Job Type: Full-time
Salary: Php14,867.50 per month
Benefits:
- Opportunities for promotion
- Staff meals provided
Schedule:
- 8 hour shift
- Holidays
- Overtime
- Rotational shift
Supplemental pay types:
- 13th month salary
- Overtime pay
Education:
- Bachelor's (Preferred)
Experience:
- Front desk: 1 year (Required)
Language:
- English (Preferred)
