Front Office Assistant

Job Summary:

The Front Office Assistant is responsible for overseeing the operations of the front desk team and ensuring that guests receive excellent service upon arrival, during their stay, and at checkout. This role includes managing front desk personnel, handling guest complaints or issues, and ensuring efficient and effective communication across departments.

Key Responsibilities:

• Supervise Front Desk Operations:
• Supervise the daily activities of the front desk staff, including check-ins, check-outs, reservations, and guest inquiries.
• Ensure all guest requests and complaints are handled promptly and effectively.
• Maintain accurate records of guest information, including reservations, room assignments, and billing.
• Ensure the front desk is clean, organized, and fully stocked with necessary supplies.
• Guest Relations:
• Provide exceptional customer service, ensuring that guest interactions are friendly, professional, and helpful.
• Address guest complaints or issues in a timely and empathetic manner, striving for resolutions that satisfy both the guest and the establishment.
• Ensure that VIP guests and returning guests receive special treatment and attention.
• Team Leadership and Training:
• Lead, motivate, and develop front desk staff, ensuring they provide the highest standard of service.
• Provide training to new team members and assist in ongoing staff development.
• Conduct regular performance evaluations and provide feedback to staff.
• Administrative Tasks:
• Oversee scheduling and ensure sufficient coverage at the front desk during peak hours.
• Monitor the front desk’s cash handling and ensure that all financial transactions are accurately recorded.
• Perform nightly audits of the front desk’s transactions to ensure accuracy in reporting.
• Communication & Coordination:
• Ensure effective communication between front desk staff and other departments (housekeeping, maintenance, concierge, etc.) to guarantee guest satisfaction.
• Maintain up-to-date knowledge of room availability, special requests, and operational changes.
• Maintain Safety & Security:
• Ensure the safety and security of all guests by following safety protocols and procedures

Job Type: Full-time

Benefits:

• Food provided
• Health insurance
• Provident Fund

Schedule:

• Rotational shift

Work Location: In person