Front Office Assistant
Job Summary
The Front Office Assistant is responsible for managing guest arrivals, departures, and billing while ensuring high standards of service. This role involves maintaining effective communication with guests and internal departments to fulfill service requests promptly. The candidate will also oversee cash handling, PMS data entry, and guest satisfaction to provide a seamless hotel experience.
Responsibilities
- Manage guest check-ins, check-outs, and billing
- Handle guest inquiries and service requests
- Maintain accurate PMS data and cash floats
- Ensure professional communication and grooming standards
Required Skills
- Hospitality Management certification
- Fluent English (Mandarin is a plus)
- Front office/OTA experience
- Shift work availability
- Problem-solving and time management
Job Details
Job Responsibilities:
- Process guest folios, collect payment and manage cash handling responsibilities.
- Print updated in-house, arrival, departure, and room status reports as and when required.
- Check all unresolved departures and review service requests for arrivals.
- Handle guest requests and concerns promptly and with courtesy.
- Assist guests with inquiries regarding hotel facilities, local entertainment, attractions, restaurants, or transportation.
- Maintain efficient information flow between guests and internal departments.
- Communicate effectively with guests and represent the hotel professionally.
- Maintain punctuality, work ethics, professional grooming, and proper telephone etiquette.
- Anticipate guest needs and ensure repeat guests' requirements are met based on profiles.
- Ensure accurate data entry in PMS (guest profiles, rates, market codes, billing instructions).
- Manage cash float according to company policies.
- Make courtesy calls to ensure guest comfort and satisfaction.
- Prepare check-out folios, verify bills thoroughly, and ensure efficient settlement.
- Ensure guest feedback forms are completed and filed.
Requirements:
- Certificate or Diploma in Hospitality Management or equivalent.
- Good command of spoken and written English is a MUST.
- Ability to communicate in Mandarin is an added advantage.
- Strong communication, interpersonal, and problem-solving skills.
- Results-orientated with effective time management.
- Able to work independently, systematically, and as a team player.
- Ability to prioritize workload, work within deadlines, and work on shifts, weekends, and public holidays.
- At least 1 year of relevant front office, reservation, and OTA working experience.
- For local candidates only.
- Able to work shifts, including night shifts.
Benefits:
- Opportunities for promotion
- Professional development