Front Office Assistant

**FRONT OFFICE ASSISTANT**

Front desk agent or guest service associate is an essential role in the hospitality industry. They are responsible for providing exceptional customer service to guests and ensuring their stay is a memorable one.

One of the primary duties of a front desk agent is to check-in guests. This involves verifying identification, providing room keys, and explaining hotel amenities. They also handle guest complaints and requests, such as providing extra towels or arranging transportation.

In addition to guest interactions, front desk agents are responsible for administrative tasks such as answering phones, making reservations, and updating guest information in the hotel’s computer system. They must also have a good understanding of the hotel’s policies and procedures to effectively assist guests.

A successful front desk agent must possess excellent communication skills, be detail-oriented, and have the ability to multitask in a fast-paced environment. They must also be able to handle difficult situations with grace and professionalism.

Overall, a front desk agent plays a crucial role in ensuring guests have a pleasant and comfortable stay. It is a rewarding job that requires dedication, hard work, and a passion for customer service.

Represents the hotel to the guest throughout all stages of the guest’s stay. Determinate a guest’s reservation status and identify how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.

Verifies the guest’s method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

**GUEST SERVICE ASSOCIATE DUTIES AND RESPONSIBILITIES**:
1. **Register** guests and assign rooms. Accommodates special requests whenever possible.

2. Assists in pre-registration and blocking of rooms for reservations.

3. Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.

4. Understands room status and room status tracking.

5. Knows room locations, types of rooms available, and room rates.

6. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.

7. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

8. Knows the location and types of available rooms as well as the activities and services of the property.

9. Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day-use rooms.

10. Possesses a working knowledge of the reservations department. Takes same-day reservations and future reservations when necessary. Knows cancellation procedures.

11. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.

12. File room keys ( only for manual room key hotels)

13. Knows how to use front office equipment.

14. Process guest check-outs.

15. Performing cashier-related functions like posting charges to guest accounts, raising paid out’s, currency exchange,

16. Follows procedures for issuing and closing safe deposit boxes used by guests.

17. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.

18. Uses proper telephone etiquette.

19. Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid-outs, Foreign currency exchange, etc.

20. Uses proper mail, package, and message handling procedures and records details in the courier Mail Register.

21. Advise guests of any messages, mail, faxes, etc. received for them.

22. Inform guests of the room safe and mini-bar key and room key procedures.

23. Issue parking passes/validate valet parking tickets.

24. **Communicate** services and amenities of the hotel to guests.

25. Obtain proper identification for tax-exempt guests and attach the form to the registration card.

26. Direct Bell Person to escort guests and transport their luggage to the room.

27. Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.

28. Attends department meetings.

29. Reports any unusual occurrences or requests to the manager or assistant manager.

30. Knows all safety and emergency procedures and is aware of accident prevention policies.

31. Maintains the cleanliness and neatness of the front desk area.

32. Understand that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.

33. Advise guests of any messages, mail, faxes, etc. received for them.

**POSITION TITLE**:FRONT DESK AGENT / ASSISTANT

**REPORTS TO: Front office manager**

**Education**: High school graduate or eq