Guest Service Associate - Front Office
Front Office Operation
- Conduct daily briefings and ensure that all pertinent information is well received by team members
- Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
- Review, analyze and suggest improvement of work flow and standards at the Front Desk
- Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
- Communicate with Front Office Manager on all matters regarding guest services & hotel operations
- Ensure documentation of all guest related issues using the logbook
- Sign media and supervise shift handover procedures
- Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
- Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
- Assist Guest Relations in greeting, rooming, and sending off guests
- Inspect front of house and back of house regularly for cleanliness and orderliness
- Ensure that front line staff complies with marketing techniques and maximizes sales
- Check billing instructions, monitor guest credit and act upon any discrepancies
- Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
- Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
- Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
- Conduct Night Audit Process for hotel
- Excellent customer service skills with a friendly and professional demeanor
- Strong verbal and written communication abilities
- Proven problem-solving skills and ability to handle challenging situations calmly
- Keen attention to detail and strong organizational skills
- Proficiency in computer systems and hotel management software
- Previous experience in hospitality or customer service preferred
- High school diploma or equivalent required; degree in Hospitality Management a plus
- Knowledge of hotel operations and front office procedures
- Ability to work flexible hours, including nights, weekends, and holidays
- Multilingual skills advantageous
- Team-oriented mindset with a collaborative approach to work
- Ability to multitask and prioritize in a fast-paced environment
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.