Front Office Associate

Role of a Front Office Associate (FOA)The Front Office Associate is the first point of contact for guests at a hotel or resort. They ensure a warm welcome, smooth check-in/check-out, and high-quality guest service, representing the brand and enhancing guest satisfaction. Key Responsibilities1. Guest Reception & Services·        Welcome and greet guests warmly at the reception. ·        Handle guest check-ins and check-outs efficiently. ·        Manage guest room assignments and reservations accurately. ·        Provide information about hotel facilities, services, and local attractions. ·        Respond promptly to guest inquiries, requests, and complaints. 2. Reservations & Front Desk Operations·        Handle reservations via phone, email, or online booking systems. ·        Maintain accurate records of room availability and bookings. ·        Coordinate with housekeeping to ensure rooms are ready for guests. ·        Update guest profiles and manage billing or payment processes. 3. Communication & Coordination·        Act as a communication link between guests and other hotel departments (housekeeping, F&B, maintenance, concierge). ·        Relay guest requests and special requirements to appropriate departments. ·        Assist in coordinating group bookings, events, or VIP guest arrangements. 4. Billing & Financial Transactions·        Prepare and present accurate bills for guest stays and services. ·        Handle payments (cash, credit/debit cards, digital wallets) and maintain records. ·        Ensure billing discrepancies are resolved promptly. 5. Guest Experience & Satisfaction·        Provide personalized services to enhance guest satisfaction. ·        Maintain professionalism and a friendly demeanor at all times. ·        Follow up on guest feedback and escalate issues as needed. 6. Administrative Duties·        Maintain daily front desk logs and reports. ·        Keep reception area tidy and organized. ·        Ensure compliance with hotel policies, safety, and security protocols. Skills & Qualities Required·        Strong communication and interpersonal skills. ·        Proficiency in hotel management software (e.g., Opera PMS, FIDELIO, or similar). ·        Good problem-solving and multitasking abilities. ·        Professional appearance and friendly, welcoming demeanor. ·        Knowledge of local tourism, transportation, and amenities. ✅ In short: The Front Office Associate is the face of the hotel, ensuring efficient operations, guest satisfaction, and seamless coordination between hotel departments.