Front Office Associate

he Front Office Associate is responsible for providing exceptional guest service at the hotel's front desk. This role involves managing guest check-ins and check-outs, answering inquiries, handling reservations, and ensuring the smooth operation of the front desk area. The Front Office Associate is often the first point of contact for guests, and their role is critical in creating a positive and welcoming experience for every guest.

**Key Responsibilities**:

- **Guest Check-In & Check-Out**:

- Greet guests in a friendly and professional manner upon arrival.
- Perform check-in and check-out procedures efficiently and accurately.
- Verify guest identification, assign rooms, and provide relevant information regarding hotel amenities and services.
- Handle guest check-outs, ensuring all charges are processed correctly and payments are collected.
- **Reservations & Room Management**:

- Manage reservations and maintain the availability of rooms according to hotel policies.
- Update guest profiles in the system and ensure accurate data entry.
- **Guest Services & Requests**:

- Answer phone calls and respond to guest inquiries promptly, providing information on hotel services, facilities, and local attractions.
- Address guest concerns or complaints professionally, striving to resolve issues and ensure guest satisfaction.
- Coordinate guest requests for services, amenities, or special arrangements (e.g., transportation, wake-up calls, room service, etc.).
- **Billing & Payments**:

- Process guest payments and manage billing for both individual and group reservations.
- Ensure all financial transactions are handled in compliance with hotel policies.
- Issue receipts and explain billing details to guests when necessary.
- **Lobby & Front Desk Management**:

- Maintain the cleanliness and orderliness of the front desk and lobby area.
- Assist in maintaining a welcoming and positive atmosphere in the hotel’s front-facing spaces.
- Keep the front desk area stocked with necessary supplies and forms.
- **Communication & Coordination**:

- Collaborate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met.
- Relay information about guest preferences, special requests, and any potential issues to relevant departments.
- Inform management of guest feedback and any operational issues that may affect the guest experience.
- **Security & Safety**:

- Monitor the security of the hotel by following established procedures for guest check-in, key issuance, and surveillance.
- Adhere to safety and emergency protocols, assisting guests in case of an emergency.
- **Record Keeping & Reporting**:

- Maintain accurate records of guest transactions, reservations, and special requests.
- Complete end-of-shift reports and log any relevant issues or guest feedback for management review.

**Qualifications**:

- High school diploma or equivalent; additional certification in hospitality or related field is a plus.
- Previous experience in a customer service role, preferably in a hotel or hospitality environment.
- Basic computer skills, including experience with hotel management software (e.g., Opera, HMS) and Microsoft Office.
- Knowledge of hotel services, amenities, and local area attractions.
- Ability to handle cash, process payments, and issue receipts.

**Skills & Competencies**:

- Strong communication skills, both verbal and written.
- Excellent customer service skills and a friendly, approachable demeanor.
- Ability to multitask and work effectively in a fast-paced environment.
- Attention to detail and problem-solving skills.
- Strong organizational skills and ability to manage time effectively.
- Ability to maintain professionalism and calm in stressful situations.

**Working Conditions**:

- Full-time or part-time position, with shifts that may include evenings, weekends, and holidays.
- Ability to stand for extended periods of time and perform physical tasks as required.
- May need to work in a fast-paced environment during peak hours.

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹18,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

Work Location: In person