Front Office Associate

About the Role

You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Front Office Associate, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Key Responsibilities

• Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance.
• Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately.
• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries.
• Use up-selling techniques to recommend hotel amenities and maximize room and service revenue.
• Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications.

Requirements & Tech Stack

• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• A positive attitude and a genuine passion for providing exceptional guest service.
• Core Values: Passion for spreading hospitality, Acting with Integrity, Leadership, Teamwork, Ownership, and Focus on the Now.