Front Office Assistant

JOB TITLE: FRONT OFFICE ASSISTANT

RESPONSIBLE FOR: Greeting guests in accordance with training and allocating 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, in a full, clean, and presentable uniform, adhering to company grooming policies.
2. Maintain high standards of personal and work cleanliness and hygiene.
3. Adhere to the company\’s Code of Conduct.
4. Comply with company regulations regarding fire safety, 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, following laid-down procedures (e.g., 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. Adhere to all regulations concerning health and safety, 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, as reasonably possible.
14. Post all charges correctly onto room bills.
15. Maintain and monitor management accounts.
16. Be knowledgeable about hotel facilities and amenities (e.g., parking, 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 guest inquiries promptly and professionally.
21. Answer the switchboard warmly and transfer calls effectively in the absence of the switchboard operator.
22. Manage reservations, cancellations, and no-shows in line with company policy.
23. Fulfill guest requests to ensure their comfort, satisfaction, and safety.
24. Conduct security checks regularly and report issues to management.
25. Report maintenance issues immediately.
26. Take and note messages accurately for guests/staff, including date, time, message content, 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 at the end of each shift across telephone, lounge, restaurant, bars, and reception.
30. Allocate rooms considering guest requests.
31. Verify telephone charges from meeting rooms and ensure correct posting.
32. Handle safe deposits securely for guests.
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. Participate in training and communication meetings, adhering to the content discussed.
37. Complete duties as per checklist.
38. Handle cash in accordance with cash handling procedures.
39. Perform any reasonable duties requested by management or guests.