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Front Office Associate

2 months ago

Whitefield Bengaluru Karnataka, India The Den Bengaluru (A unit of Dan Hotels, Israel) Full time

**Job Summary/Purpose**:
Serving guests at front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following The Den Standards of aggressive hospitality and adhering to guidelines and procedures.

**Key Areas**:
1. Guest Registration / Check - out

2. Group Handling / Coordination

3. Guest Records / History

4. Guest Relations

5. Others

6. General Duties
- Checks supplies to ensure that stock is sufficient for the expected business within the covered shift and/or for the day.
- Prior to arrivals, prepares all needed documents (registration forms, vingcards, welcome folders, etc.) to facilitate check-in.
- Acknowledges and welcomes guests as soon as guest approaches the desk.
- Checks records for the following:

- Guest reservation
- Guest history
- Specialized instructions
- Assists guests in completing registration form, reviewing entries to ensure important details are included. Responsible for following up on incomplete details.
- Directs guests to appropriate lifts and coordinates with Concierge staff to bring guests to the room.
- Coordinates with Duty Manager/ GRE assigned as group coordinator on matters relating to group arrivals and handling
- Checks for and coordinates requirements like check-in venue, individual/group welcome drinks, conference kits, rooming list, amenities, and signage.
- Blocks rooms: group should be blocked on the same floor; checking room requests like connecting, adjoining, room upgrades and early check-in.
- Informs appropriate Group immediately in cases where requests cannot be granted for some reason or another.
- Prints traces for the group and takes/coordinates action on the matter.
- Checks for account instructions: if bill to company, ensure that signatory is obtained.
- If the account is to be settled on check-out, makes sure that the bill is ready for settlement.
- Creates / Reviews guest folio and accurately encodes the needed guest information, e.g., complete name, address, origin, mode of payment, date of birth, arrival/departure details, reservation source, etc.
- Reviews created folios, and ensures only one profile had been made per guest (merges duplicate profiles, carefully reviewing all details to ensure profile belongs to only one guest).

Immediately updates guest history.
- Reviews all written materials and documentation on rates, promotions, special events, etc.
- Promotes hotel facilities whenever possible.
- Familiarizes with city and local information.
- Coordinates with other hotels in city areas to get information on the room situation in the area in case needed.
- Checks on all in-house guest and guest history requests to ensure that these have been acted on.
- Reviews endorsements from DM’s log and Guest Relations log and immediately acts on guest service related matters which need attention.
- Listens to and records guest complaints.
- Contacts relevant department and the Duty Manager for appropriate action.
- Notes down guest whereabouts and disseminates needed tracers.
- Immediately reports and turns over lost and found articles to Housekeeping office, following required procedures at all times.
- Informs the Duty Manager and/or Security Department if valuables are left in the open. Follows standard procedures in handling this and similar situations at all times
- Possesses full knowledge of emergency procedures
- Attends scheduled employee training and periodic reviews on departmental responsibilities in case of emergencies.
- Attends briefings, as required.
- Maintains good relationships with colleagues and contributes to team spirit.
- Cooperates and coordinates with colleagues whenever necessary.
- Interacts with other departments to provide additional or specialized guest services.
- Adheres to specified hygiene and personal appearance standards of the Hotel.
- Adheres to set procedures for attendance and timekeeping
- Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules & Regulations.
- Reduces waste materials and supplies by adhering to the Company’s guidelines on re-using and re-cycling.
- Maintains clean surroundings.
- Conserves water & energy by adhering to the environmental / energy conservation checklist for area.
- Participates in activities concerning the protection of the environment.
- Implements the identified Best Practices in your work area.
- Practices the guiding principles in day to day interaction.
- Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.
- Responds to Emergency Calls, as may be required.
- Attends to all guest complaints immediately and initiates/coordinates immediate resolution.
- Performs other duties as may be required by management from time to time.
- Ensures proper maintenance of all equipment in the front office.
- Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.
- Attends scheduled training courses.

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