Front Office Associate

Position Title: Front Office Associate

• Reporting To: Front Office Supervisor / Front Office Manager

• Summary of Responsibilities

Responsible for speedy and accurate checking in and out of the guests, ensuring details are documented in guest folio and front office system; knowledge of products and services; maintains and updates guests history in the database; collaboration with housekeeping, maintenance, and F & B department; and manage complaints.

• I. Basic Tasks

• Ensure that guests receive a speedy and efficient check-in and out within the set standards of the 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 backups attached.

Handle keys and ensure that Security Policies are adhered to.

• Liaise with Bell Service for smooth handling of luggage and transport services.

Responsible for registration and issuing of safety boxes.

• Adhere to pre-set availability and rate controls.

Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel.

• Create an opportunity to upsell rooms, outlets, and other hotel facilities

Provide guests with cash advances on their credit cards.

• Handle all arrival and departure records according to the standards set in the Departmental Operations Manual.

Handle incoming and outgoing mail, faxes, courier mail, and messages promptly.

• Comply with all systems and procedures as laid down by the Front Office Manager.

Is responsible for posting all charges brought to the cashiers by different revenue centers such as laundry, restaurants, spas, etc.

• Ensure the correct closing procedures and reports are accurate and balanced before closing.

• II. Concierge & Business Center Services

• Handle essential Business Centre services when required.

Knowledgeable with the various airline frequent flyer programs.

• Amend the booking preferences of guests.

Has a thorough understanding of all the services offered by the hotel.

• Can provide directions to guests inquiries like nearest entertainment centers, spa service, tour package, gym, laundry service, malls, etc.

• III. Cashiering

• Perform cashier functions, balances at the end of the shift according to established standards.

Has a thorough understanding of all cashiering functions in the hotel's computer

• Ensure the general float contains sufficient change and funds while on duty.

Ensure that the float is balanced before finishing the shift.

• Handle foreign exchange according to policies.

Produce authorization codes from FIT guest's credit cards.

• Ensure that the cashiering procedures are strictly adhered to - that all floats are used appropriately per the Policies and Procedures set by the Finance.

Ensure that the guests bills are presented and collected accordingly.

• Ensure a high level of product knowledge of the hotel and the local area.

• IV. Conflict Resolution / Guests Complaints Management

• Report complaints or problems to the FO Supervisor/FO Manager if no immediate solution can be found.

Ensure a high level of liaison is maintained between the Front Office and all other departments within the hotel.

• Ensure the Front Office Manager or FO Supervisor is fully aware of any relevant feedback from either customers or other departments.

• V. Others

• Comply with all Hotel policies relating to Front Office.

Assist with reservations as necessary.

• Acts as a telephone operator, connecting outside calls to various departments.

Read all memos concerning the Front Office.

• Maintain and check all racks by filing daily registration cards and outlet checks.

Ensure security of all hotel funds and properties while on duty.

• Attend trainings and seminars.

Attend morning briefing or shift briefing.

• Perform other duties that may be assigned.

Job Types: Full-time, Permanent

Pay: From Php17,

• 00 per month
  
  Benefits:
• Staff meals provided

Schedule:

• 8 hour shift

Afternoon shift

• Day shift

Early shift

• Evening shift

Holidays

• Late shift

Night shift

• Rotational shift

Weekends
Supplemental Pay:

• 13th month salary

Commission pay

• Tips

Education:

• Bachelor's (Preferred)

Experience:

• Front desk: 1 year (Preferred)

Language:

English (Preferred)