The Front Office Assistant is responsible for providing exceptional customer service at the front desk, ensuring that all guest interactions are handled with courtesy, professionalism, and efficiency. This role involves performing check-ins and check-outs, handling reservations, addressing guest inquiries, and ensuring that the front office operates smoothly throughout the day.
The Front Office Assistant plays a key role in creating a welcoming atmosphere and providing a positive experience for guests.
THE JOBSCOPE
- Greet guests in a friendly and professional manner upon their arrival.
- Check guests in and out efficiently, ensuring all information is accurately entered into the system.
- Issue room keys and provide relevant information regarding hotel services and amenities.
- Handle billing and payment transactions, including cash, credit cards, and room charges.
- Assist guests with reservations over the phone, via email, or in person, ensuring their needs are met.
- Manage room availability and ensure that reservations are handled accurately and promptly.
- Process cancellations, modifications, and no-shows according to hotel policies.
- Respond to guest inquiries, provide information about hotel facilities, services, local attractions, and dining options.
- Address guest complaints and concerns promptly and professionally, ensuring guest satisfaction.
- Coordinate with other departments (e.g., housekeeping, maintenance) to fulfill guest requests and ensure room readiness.
- Maintain accurate guest records in the property management system (PMS).
- Update guest profiles and preferences to enhance future stays.
- Prepare and organize necessary paperwork for guest arrivals and departures.
- Maintain front desk area cleanliness and organization.
- Answer incoming calls, redirecting them to the appropriate departments or handling inquiries directly.
- Provide detailed information to guests about hotel policies, services, and amenities.
- Coordinate with the housekeeping, maintenance, and concierge teams to ensure a smooth guest experience.
- Communicate any guest issues or special requests to the Front Desk Supervisor or Duty Manager.
- Ensure that guests are aware of and have access to available amenities, such as the business center, fitness center, or dining options.
- Assist with guest luggage, transportation, and special requests when needed.
- Promote hotel services such as room upgrades, packages, and promotions to enhance the guest experience.
- Ensure all guest check-in/check-out procedures are completed in accordance with hotel policies and safety protocols.
- Verify guest identification and ensure security procedures are followed when checking in or out.
- Report any suspicious activities or security concerns to management.
REQUIREMENTS
- Experience in a customer service or hospitality-related role, preferably in a hotel setting.
- Excellent customer service and interpersonal skills.
- Strong communication skills, both verbal and written.
- Ability to work well under pressure and handle multiple tasks simultaneously.
- Proficient in using hotel management software (PMS) and basic computer skills (Microsoft Office).
- Good problem-solving skills and the ability to address guest complaints with professionalism.
- Ability to handle cash and financial transactions accurately.
- Ability to stand for long periods, lift small to moderate items, and maintain a positive, professional demeanor in a fast-paced environment.
Job Types: Full-time, Permanent
Pay: RM2,000.00 - RM2,500.00 per month
Benefits:
- Dental insurance
- Free parking
- Health insurance
- Meal provided
- Opportunities for promotion
- Professional development
Work Location: In person
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