Position Summary
The Front Office Assistant is responsible for providing courteous, professional, and efficient front desk services to guests in accordance with hotel policies, standards, and procedures. This role serves as the primary point of contact for guests and plays a critical role in delivering exceptional guest experiences, ensuring operational accuracy, and supporting overall front office functions.
The Front Office Assistant is expected to uphold the hotel鈥檚 service standards, maintain confidentiality, and comply with all applicable laws, regulations, and internal policies.
Key Responsibilities
1. Guest Services
Greet guests in a professional, friendly, and courteous manner.
Perform check-in and check-out procedures accurately and efficiently.
Verify guest identification and payment methods in accordance with hotel policy.
Provide information regarding hotel facilities, services, local attractions, and transportation.
Handle guest requests, complaints, and inquiries promptly and professionally, escalating issues when necessary.
Maintain guest privacy and confidentiality at all times.
2. Reservations & Billing
Process reservations via phone, email, online platforms, and in-person requests.
Accurately input guest information into the Property Management System (PMS).
Confirm bookings, modifications, and cancellations according to policy.
Prepare and present accurate guest bills.
Handle cash, credit card transactions, and other forms of payment in compliance with financial procedures.
Balance cash drawer and complete shift reconciliation reports.
3. Administrative & Operational Duties
Maintain updated records of room availability and status.
Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and guest satisfaction.
Assist in preparing daily reports, occupancy reports, and shift handover notes.
Monitor lobby and front desk area to ensure cleanliness and organization.
Ensure compliance with safety, emergency, and security procedures.
4. Compliance & Standards
Adhere to hotel policies, procedures, and brand standards.
Comply with applicable health, safety, and employment regulations.
Participate in training programs and continuous professional development.
Maintain professional appearance and grooming standards.