Front Office Associate
Full-time
The Aurora Subic Hotel
- Welcomes guests upon arrival and provides a warm, positive first impression
- Performs guest registration, check-in, and check-out procedures efficiently
- Assigns rooms based on availability, guest preference, and hotel protocol
- Issues room keys or access cards and explains hotel guidelines when needed
- Manages and updates reservations accurately in the Property Management System (PMS)
- Handles walk-in inquiries, phone calls, and email communications promptly
- Responds to guest requests and inquiries in a courteous and helpful manner
- Addresses guest concerns or complaints and escalates when necessary
- Coordinates with housekeeping for room status, cleaning schedules, and readiness
- Endorses maintenance or repair needs to the engineering team
- Communicates with security for guest safety, access, and incident handling
- Posts and verifies room charges, service requests, taxes, and other fees in the PMS
- Processes guest billing accurately and presents statements clearly
- Accepts payments through cash, card, online transfer, or approved hotel channels
- Issues official receipts and provides booking confirmation when required
- Balances transactions at the end of each shift with high integrity and accuracy
- Maintains organized guest files, records, and shift endorsement logs
- Assists with concierge duties (transportation, luggage, tours, recommendations)
- Supports VIP and special-needs guest handling based on hotel standard procedures
- Conducts room upselling and promotes hotel facilities to increase revenue
- Ensures confidentiality and protection of guest information
- Maintains a clean, presentable, and organized front desk and lobby area
- Performs proper handover and shift endorsement to ensure seamless transitions
- Adheres to hotel policies, procedures, grooming, and service standards
- Stays composed and efficient during peak hours or high occupancy periods
- Prepares arrival and departure lists and reports
- Checks room availability and occupancy status in the PMS
- Monitors and manages deposits and reservations from third-party platforms
- Records feedback, incidents, complaints, and guest logs properly
- Assists in managing guest flow during busy hours
- Handles cash float responsibly and completes end-of-day balancing
- Endorses requests from travel agents, online platforms, or direct bookings
- Strong communication skills (English and Filipino)
- Excellent customer service and interpersonal skills
- Knowledge of hotel PMS and reservation systems
- Attentive to detail, especially in billing and documentation
- Ability to multitask and work under pressure
- Active listener with problem-solving skills and a guest-centric mindset
- Maintains professionalism and teamwork at all times
Daily Operational Duties
Competency Requirements
Vacancy posted 4 hours ago
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