Front Office Associate

The role of the Front office associate is to provide the highest possible standard of check in and out experience to our guests and to serve as an efficient point of contact during their stay. This involves welcoming and acknowledging all guests according to company standards. To answer inquiries from guests, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

• Deliver a warm, friendly and professional welcome to all guests, ensuring an exceptional check-in and check-out experience.
• Act as the first point of contact for guests throughout their stay, responding promptly to enquiries and requests.
• Anticipate guest needs and provide outstanding customer service at all times.
• Manage reservations and update guest information accurately using hotel systems.
• Handle incoming and outgoing mail, distributing correspondence as required.
• Prepare and maintain documents, reports and records
• Maintain organised filing systems, both electronic and paper-based.
• Answer telephone calls professionally and direct enquiries appropriately.
• Process and maintain accurate guest, reservation and payment records.
• Work collaboratively with colleagues across departments to ensure a seamless guest experience.
• Support guests with accessibility requirements and provide assistance where needed.
• Follow company policies and procedures, maintaining confidentiality and professionalism at all times.
• Ensure personal presentation and uniform standards are maintained.
• Assist with general administrative duties and other reasonable tasks as required by management.
• Contribute to a positive team environment and support the achievement of departmental goals.