Front Office Associate

Front Office Associate is the primary point of contact for guests, responsible for providing exceptional service from arrival to departure. This role manages all check-in/check-out processes, handles guest inquiries, and ensures a professional and welcoming hotel experience.

Responsibilities

• Guest Service:

  Provide efficient and friendly service, handling guest check-in, check-out, room changes, and key issuance accurately and promptly.

• Communication:

  Answer multi-line phones, respond to emails, and address all guest requests, inquiries, and complaints with professionalism and diplomacy.

• Cash & Billing:

  Process guest payments, handle cash, post charges, and resolve basic billing disputes accurately.

• System Management:

  Maintain up-to-date knowledge of hotel occupancy, services, and rates, utilizing the

  Property Management System (PMS)

  (e.g., Opera) for all transactions and record-keeping.

• Upselling:

  Proactively identify opportunities to

  upsell

  rooms, services, and packages to maximize hotel revenue.

• Coordination:

  Liaise effectively with Housekeeping, Reservations, and Maintenance teams to fulfill guest requests and resolve issues swiftly.