Front Office Assistant

• Responsible for providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction.
• To respond courteously to guests’ requests, play a part in the general running of the reception desk.
• Help the Room Division Manager to maintain a smooth room bookings service.
• To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
• To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
• To deal with guest requests to ensure a comfortable and pleasant stay.
• To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
• To be responsible for accurate and efficient accounts and guest billing processes.
• To assist in keeping the hotel reception area clean and tidy at all times.
• To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
• To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
• To ensure that all reservations and cancellations are processed efficiently.
• To keep up to date with room prices and special offers to provide accurate information to guests.
• To report any maintenance, breakage or cleanliness problems to the relevant manager.
• To administer the general petty cash system and float in an accurate manner.
• To undertake all training as required (eg, first aid, health and safety, customer service).
• To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
• To undertake any other ad-hoc duties (bar and restaurant work) relevant to the post, as and when required.