Front Office Associate

AREAS OF RESPONSIBILITY

Provides

guests with assistance at the front desk during the check-in and check-out

processes and throughout their stay :

§  Greets guests

and processes hotel registration.

§  Develop good

open communication and rapport with all guests.

Recognise return guests and ensure all guests expectations are met and

exceeded at all times.

§  Ensure all

guest account details are correct and accurate.

§  Keeps

current on hotel accommodations, services and area attractions.

§  Responds to

customer inquiries for information.

§  Arranges for

services requested by the guest by working with other departments as

appropriate.

§  Stays

current with developments in the hotel by reviewing and updating the

communication log.

Maximises

revenue and cash flow by promoting hotel services and adhering to credit and

inventory control processes :

§  Offers

guests updates to rooms and promotes hotel amenities, food and beverage outlets

and services.

§  Makes

reservations in accordance with hotel’s yield management practices.

§  Processes

customer credit at check-in in accordance with hotel policy.

§  Identifies

and records special billing instruction and notifies Accounting.

§  Follows

hotel policy on cash banks – at all times adheres to credit limits and

procedures as set down by the Financial Controller.

§  Obtains

appropriate approvals and signatures.

Other

responsibilities include :

§  Liaising

with housekeeping to ensure information is passed on for room requests and

special requests.

§  Balances

daily cash, transaction postings and credit card remittance at the end of each

shift ensuring all information is accurate and without discrepancy.

§  Accepts

responsibility for accurately maintaining cash float.

§  Use the

Brand technique for answering the telephone.

§  Ensure work

area is keep neat and tidy.

§  Keeps

abreast with the hotel’s daily banquets, functions and activities.

§  Attends

Front Office communication meetings to maintain solid teamwork and a sharing of

goals.

§  Maintains

policies and procedures to ensure the lowest level of loss is maintained.

§  Adheres to

rate restriction periods.

§  Attends any

training programs as directed or requested.

§  Accurately

processes maintenance requests.

§  Keeps

Executive Assistant Manager informed of all problems or unusual matters of

significance.

Creates 100%

guest satisfaction by providing the Yes I Can! experience through performance

that demonstrates the standards of, genuine hospitality and exceeding guest

expectations

§  Gives

personal attention, takes personal responsibility and uses teamwork when

providing guest service

§  Listens,

apologizes with empathy, finds a solution and follows through when resolving

guest problems

§  Provides Yes

I Can! genuine hospitality and teamwork on an ongoing basis

§  Assumes the

responsibility to notice when the guest is not satisfied and uses their best

judgment as to when it is appropriate to use the 100% Guest Satisfaction

§  Performs

other duties required to provide the service brand behavior and genuine

hospitality

Adhere to

Brand policies and procedures

§  At all times

keeps a favourable image of the Brand.

§  Comply with

the personal presentation, grooming and hygiene standards.

§  Actively

support and promote Workplace Health and Safety within the work environment.

§  Perform any

other reasonable duties as directed by your Department head, the General

Manager or his / her designate.

§  Maintain hotel

and guest security and confidentiality at all times and reports any relevant

information to a supervisor or manager.