JOB TITLE: FRONT OFFICE ASSISTANT

RESPONSIBLE FOR:

To greet guests in accordance with training and allocate 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

• To arrive promptly on duty as scheduled in a full, clean & presentable uniform at all times in accordance with company grooming policy.
• Maintain the highest level of personal and work cleanliness and hygiene.
• Adhere to the company's Code of Conduct.
• To comply with company regulations regarding, fire, health and safety, hygiene, customer care, and security.
• To read, understand, and carry out your responsibilities as defined in the Health and Safety Statement and Staff Handbook.
• Check and ensure the correctness of all reception floats.
• Ensure work areas are kept clean, safe, and tidy at all times.
• Receive and register guests on arrival, using their names at all times adhering to laid-down procedures e.g., brand standards.
• Ensure all documentation relating to the registration and checking out of guests is as per standard procedures.
• Be thoroughly familiar with all company selling procedures and promotions.
• Be aware of hotel room availability and rates at all times.
• Adhere to all regulations in respect of Health and Safety, hygiene, guest safety, fire regulations, emergency procedures, etc.
• To ensure that any additional requirements for guests are offered and catered for as much as is reasonably possible, i.e., dinner reservations, porter, information services, etc.
• To ensure that all charges are posted correctly onto room bills.
• Maintain & monitor management accounts.
• Be aware of all hotel facilities & amenities (i.e., car parking, directions, etc).
• Communicate with colleagues and guests professionally.
• Provide the highest level of customer service consistently.
• Provide relevant reports to departments as required.
• To take reservations and respond to guests in a timely and professional manner.
• To answer switchboard in a warm and welcoming manner and effectively transfer calls to correct extensions in the absence of the switchboard operator.
• To administer all reservations, cancellations & no-shows in line with company policy.
• Fulfil all reasonable requests from guests to ensure their comfort, satisfaction, and safety.
• Conduct regular security checks throughout the day and report any issues to management.
• Report any maintenance issues immediately to management.
• To correctly take messages for guests/staff ensuring that date, time, message, from, to, and initial are noted.
• To ensure that relevant people receive any messages immediately.
• Dealing with any guest requests/queries in a polite and attentive manner and reporting/logging any problems to the Duty Manager.
• Balancing of telephone, lounge, restaurant, bars, and reception cash at the end of each shift.
• The sensible allocation of rooms to customers having viewed all relevant guest requests.
• Check all telephone charges from meeting rooms and ensure they are posted to correct folios.
• Handling safe deposits for guests.
• Maximise in-house selling whenever possible and maintain an awareness of all sales opportunities.
• Dealing with Foreign Exchange for customers.
• To ensure that all monies are kept secure at all times.