Guest Service Associate-Front Office

About the Role

Responsible for daily administration, meeting and greeting guests, dealing with guest queries and complaints, and booking rooms/visitors. Maintain high standards of customer service at the Reception desk to consistently exceed customer expectations. Motivate and develop the Reception team to ensure smooth functioning of the department and promote teamwork.

Key Responsibilities

• People Management
• Provide effective support to the team to enable them to provide effective and efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
• Financial Management
• Identify optimal, cost-effective use of resources and educate the team on the same.
• Operational Management
• Ensure quality and appropriateness of customer service provided.
• Maintain Front Office log book and shift reports.
• Respond to inquiries and resolve problems in an effective manner.
• Ensure all guests receive a swift, smooth, professional, and friendly check-in and check-out.
• Ensure quality in all aspects of the job.
• Maintain a record of all banquets and any other functions in the hotel.
• Liaise with other departments for the resolution of day-to-day administrative and operational issues.
• Carry out other duties which naturally fall within the reasonable expectations of the post.
• Adhere to the Procedures & Standards Manual.
• Display a proactive approach in initiating and implementing initiatives to provide improved service in all areas.
• Liaise with Housekeeping for room status.
• Handle additional responsibilities as and when delegated by the Management.

Qualifications

• Good communication and customer contact skills.
• Service oriented with an eye for details.
• Ability to work effectively and contribute in a team.
• Self-motivated and energetic.
• Must be well-presented and professionally groomed at all times.