Front Office Associate

About the Role

This position involves night shift work, as well as early and late shifts on a rotating basis. Team members are not permitted to use personal mobile phones during shift hours. The role may involve transfers to other departments or hotels within the same chain at the discretion of management.

Key Responsibilities

• Maintain a high customer service focus, approaching tasks with customers always in mind.
• Take personal responsibility and initiative to resolve issues, communicating clearly with customers and colleagues.
• Demonstrate motivation and commitment, approaching tasks with enthusiasm and seeking opportunities to learn new skills.
• Be flexible, responding quickly and positively to changing requirements.
• Maintain high team focus by cooperating and supporting colleagues.
• Ensure all Front Office related policies and guidelines are followed and implemented.
• Maintain a high standard of personal appearance, grooming, and hygiene in accordance with hotel policy.
• Meet and interact with guests to enhance guest satisfaction.
• Solicit guest feedback on their stay through documentation in SALT formats.
• Check if all amenities are in place for VIP, executives, and lady guests.
• Check VIP rooms and prepare keys and personal stationery for express check-in.
• Maintain quality standards and maximize utility of departmental resources.
• Regularly update guest preferences and profiles on the OnQ Property Management System.
• Ensure smooth operations of the department.
• Improve efficiency standards to ensure better performance.

Requirements & Tech Stack

• OnQ Property Management System