Front Office Assistant

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MAIN DUTIES & RESPONSIBILITIES

• Review arrival lists to welcome guests.
• To ensure and maintain the lobby, the welcome corner clean, the jars for the welcome ice tea, other beverages, cookies and sweets are systematically replenished and are welcoming.
• Attend to special guests (e.g. VIPs) and answer their inquiries.
• Reply to emails.
• Help prepare welcome folders with collateral (e.g. meal plan, kids program etc).
• Provide information about amenities, area and venues and promote services.
• Anticipate guest needs and build rapport with customers.
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages).
• Address customer complaints and escalate to FOM when needed.
• Record information in the guest daily feedback sheet.
• Ensure compliance with health and quality standards.
• Perform all check-in and check-out tasks.
• Update traces, comments and guests’ profile.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and exact dates of their stay).
• Welcome guests upon their arrival and assign rooms.
• Provide information about our hotel, available rooms, rates and amenities.
• Respond to clients’ complaints in a timely and professional manner.
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs.
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
• Up-sell additional facilities and services, when appropriate.
• Maintain updated records of bookings and payments.
• Coordinate and communicate to other departments for the smooth running of the operation.
• Attend all meetings assigned by the Front Office Manager/Assistant Front Office Manager.
• Participate in training as and when requested by Management.