Front Office Associate

Job Title:

Department:

Reports To:

Location:

Job Summary:

The Front Office Associate is the face of the hotel, responsible for providing guests with a seamless check-in and check-out experience, addressing their needs, and ensuring a pleasant and welcoming atmosphere at the front desk.

Key Responsibilities:

• Greet guests warmly and professionally upon arrival and departure
• Perform check-in and check-out procedures efficiently
• Handle guest queries, requests, and complaints with a solution-oriented approach
• Maintain up-to-date knowledge of room availability, rates, and promotions
• Process payments and maintain accurate records using the property management system (PMS)
• Coordinate with housekeeping and other departments to ensure room readiness
• Assist with luggage handling, concierge tasks, and special guest arrangements as needed
• Maintain a neat and organised front desk area
• Ensure compliance with all SOPS and service standards
• Maintain guest confidentiality and data security at all times

Qualifications and Skills:

• Diploma/Degree in Hospitality or related field preferred
• Prior experience in a front office or guest service role is an advantage
• Proficiency in using PMS (e.g., Opera, IDS, Cloudbeds, etc.)
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and a guest-first attitude
• Ability to work in shifts, including weekends and holidays
• Well-groomed and professional appearance

Work Environment:

• Fast-paced hospitality environment
• Standing for extended periods
• Interactions with guests from diverse backgrounds