JOB TITLE:
FRONT OFFICE ASSISTANT
RESPONSIBLE FOR:
To greet guests in accordance with training and allocate rooms according to laid-down procedures.
The main duties involved in the role of a Front Office Assistant at The Address Collective are outlined below; however, this list is not exhaustive.
Main Duties
1. Arrive promptly on duty as scheduled, wearing a full, clean, and presentable uniform in accordance with company grooming policy.
2. Maintain the highest level of personal and work cleanliness and hygiene.
3. Adhere to the company's Code of Conduct.
4. Comply with company regulations regarding fire, health and safety, hygiene, customer care, and security.
5. Read, understand, and carry out responsibilities as defined in the Health and Safety Statement and Staff Handbook.
6. Check and ensure the correctness of all reception floats.
7. Keep work areas clean, safe, and tidy at all times.
8. Register guests on arrival, using their names at all times, adhering to laid-down procedures and brand standards.
9. Ensure all documentation related to guest registration and checkout complies with standard procedures.
10. Be familiar with all company selling procedures and promotions.
11. Be aware of hotel room availability and rates at all times.
12. Follow all regulations regarding health and safety, hygiene, guest safety, fire regulations, and emergency procedures.
13. Offer and cater to any additional guest requirements, such as dinner reservations, porter services, or information services.
14. Post all charges correctly onto room bills.
15. Maintain and monitor management accounts.
16. Be aware of hotel facilities and amenities, such as parking and directions.
17. Communicate professionally with colleagues and guests.
18. Provide high levels of customer service consistently.
19. Provide relevant reports to departments as required.
20. Handle reservations and respond to guests promptly and professionally.
21. Answer the switchboard warmly and transfer calls effectively in the absence of the switchboard operator.
22. Administer reservations, cancellations, and no-shows according to company policy.
23. Fulfill all reasonable guest requests to ensure comfort, satisfaction, and safety.
24. Conduct security checks regularly and report issues to management.
25. Report maintenance issues immediately.
26. Take messages accurately, noting date, time, message, sender, receiver, and initials.
27. Ensure relevant parties receive messages promptly.
28. Handle guest requests and queries politely, reporting problems to the Duty Manager.
29. Balance cash from telephone, lounge, restaurant, bars, and reception at each shift's end.
30. Allocate rooms considering guest requests and relevant information.
31. Verify telephone charges from meeting rooms and post to correct folios.
32. Handle guest safe deposits securely.
33. Maximize in-house selling and be aware of sales opportunities.
34. Manage foreign exchange transactions for customers.
35. Keep all monies secure at all times.
36. Attend training and team meetings as scheduled, adhering to all instructions and content.
37. Complete duties as per checklist.
38. Handle cash in accordance with cash handling procedures.
39. Perform any other duties reasonably requested by management or guests.
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