Front Office Associate

About the Role

• First point of contact for guests.
• Responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries.
• Play a key role in making guests feel welcome, ensuring all needs are met, and issues are resolved promptly.
• Spreading the light and warmth of hospitality by delivering memorable experiences.

Key Responsibilities

• Greet guests upon arrival and complete the check-in process (verifying details, assigning rooms, issuing keys, providing welcome materials or bell service assistance).
• Process guest departures (verifying charges, handling payments, issuing receipts, using the point-of-sale system accurately).
• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information.
• 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.

Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills.
• Ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills.
• Ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service.
• A passion for spreading the light and warmth of Hospitality.
• Acting with Integrity.
• Inspiring others through Leadership.
• A belief that Teamwork drives the best outcomes.
• A sense of Ownership and accountability.
• A focus on the Now, bringing urgency and discipline to every moment.