Job Description

The Front Office Associate (FOA) is responsible for delivering exceptional guest service by ensuring efficient check-in and check-out processes, handling guest requests professionally, and creating memorable experiences that reflect the hotel's service standards. As one of the first and last points of contact for guests, the FOA plays a vital role in building positive impressions and achieving the highest level of guest satisfaction.

Scope and Responsibilities:

Administrative Tasks

• Ensure compliance with hotel policies, standard operating procedures, grooming standards, safety regulations, and data privacy requirements.
• Ensure that all daily, weekly, and monthly reports are completed and submitted accurately and on time.
• Attend departmental meetings and training sessions as scheduled.
• Maintain effective communication and coordination with other hotel departments.

Operational Tasks

• Perform efficient and accurate check-in and check-out procedures in accordance with hotel standards and service expectations.
• Process guest payments and transactions while ensuring compliance with the hotel's credit policies, cashiering procedures, and cash-handling standards.
• Review all due-out rooms, verify guest folios, and ensure billing accuracy prior to guest departure.
• Deliver prompt, courteous, and personalized service by responding to guest requests, addressing concerns, and providing accurate information regarding hotel facilities, services, and amenities.
• Coordinate closely with the Housekeeping Department regarding room status updates.
• Maintain strict control and accountability of room key cards and ensure compliance with hotel security procedures.
• Receive and process room reservation inquiries at the Front Desk or via telephone, accurately recording reservation details and coordinating with the Reservations Department when necessary.
• Maximize room revenue by proactively promoting hotel products and services, encouraging room upgrades, and converting walk-in guests to support monthly revenue targets.
• Maintain complete and accurate guest records in the Property Management System (PMS) and ensure all Front Office transactions are properly documented.
• Coordinate effectively with other hotel departments to ensure seamless guest experiences and efficient hotel operations.
• Report guest incidents, maintenance concerns, lost-and-found items, and unusual occurrences promptly in accordance with established hotel procedures.
• Perform other duties and responsibilities assigned by Management in support of Front Office operations.

Guest Relations

• Promote the hotel brand and property through professional guest interactions.
• Deliver service excellence and create memorable guest experiences.

Qualifications

• Bachelor's Degree in Hospitality Management, Hotel and Restaurant Management, Tourism, Business Administration, or a related field preferred.
• At least one (1) year of experience in Front Office, Guest Services, Reception, or a similar role in a hotel, resort, or hospitality establishment. Fresh graduates are welcome to apply.
• Excellent communication and interpersonal skills.
• Willingness to work flexible schedules, including weekends, holidays, and night shifts.