Front Office Associate

Your role in detail:

• Ensure Outstanding customer experience at all times.
• Maintains a friendly, cheerful, and courteous demeanour.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Respond to telephone and in-person inquiries regarding reservations, hotel information,and guest concerns.
• Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adhere to company credit limit/floor limit policies.
• Allocate rooms to expected arrivals after checking the guests preferences and special requests.• Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc.
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.
• Cross Check all billing instructions are correctly updated
• Supervise the front desk operations to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested, or deemed necessary by management.
• Ensure the Front office log book and the hotel log book are always updated and actioned upon.
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager / Front office manager