Front Office Associate

ROLE SUMMARY

The Front Office Associate is responsible for the routine activities at the front desk daily while ensuring that highest level of standard, efficiency and guest satisfaction are achieved whilst maximizing room revenue through the upselling program and other related revenue.

PRIMARY RESPONSIBILITIES

• Reports for duty on time and in full uniform. Always maintain a well-groomed appearance and a nice and cheery demeanor.
• Effectively manage check-in and checkout processes.
• Ensures room assignment of guest is according to preference, suggesting options whenever specific requests are not possible.
• Maintains a high level of product knowledge of hotel, its facilities, and local areas.
• Ensures a high level of customer service is consistently observed.
• Ensures a sales attitude / mindset is always practiced, and actively promotes and upsells rooms whenever an opportunity arises.
• Assist Reservations Department to handle incoming inquiries as needed.
• Clarify the room discrepancy with the Housekeeping regularly and report results to the Duty Manager.
• Issue and control safety deposit box at the front desk.
• Handles room change / room transfer due to room complaints and guest preferences.
• Issues keycard access to guests and controls Ving Card usage.
• Coordinates with Bell Service for smooth handling of luggage and transport services.
• Assist the Service Center to arrange the wakeup calls for in house guests.
• Offers in-room or express check-in for VIPs and HWC guests.
• Performs in the room and breakfast upselling program to attain monthly and yearly revenue targets.
• Greet as many guests as time permits at the front desk or lobby.
• Reports complaints or problems to the Front Office Supervisor and/or Duty Manager if no immediate solution is available.
• Ensures guest profiles data input adheres Data Entry Standards.
• Ensures effective monitoring by acknowledging and resolving all endorsements received in any manner.
• Encourage multi-skilling within the department.
• Take appropriate action to resolve guest dissatisfaction.
• Carries out any other reasonable duties and responsibilities as assigned.
• Read acknowledge and respond to Front Office emails accordingly.
• Ensures shift tasks are completed, filed, and signed by the FOS on duty.

Cashiering Functions:

• Check cash float at the beginning of each shift to ensure that amounts are always correct and intact.
• Ensures guest bills are presented and collected accordingly.
• Facilitates cash, credit card, deposit refund, paid out / cash advance, money exchange and city ledger transactions that adheres to the standard cashiering procedures.
• Ensures that the cashiering procedures are carefully followed. That all cash floats are used in compliance with the Finance Department's regulations and procedures.
• Ensures the correct closing procedures are carried out in an accurate and tidy manner, including balancing all accounts before closure.

Others:

• Read email and all memos concerning Front Office.
• Ensure sufficient guest and office supplies are maintained.
• Attends and contributes to all meetings as required.
• Maintain the cleanliness and orderliness of working area particularly in lobby and front desk.
• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

QUALIFICATIONS

• Diploma in hotel management is preferred.

• At least 1 year of experience in the same role is preferred.

• Ability to speak Korean or Japanese is a strong advantage.

PREFERRED SKILLS

• People person and good team player

• Good interpersonal and communication skills

• Good command of the English language

• Cashier skills