Guest Service Assistant | Front Office

Job Responsibilities
Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:

§ Greets guest and processes hotel registration.

§ Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met and exceeded at all times.

§ Ensure all guest account details are correct and accurate.

§ Keeps current on hotel accommodations, services and area attractions.

§ Responds to customer inquiries for information.

§ Arranges for services requested by the guest by working with other departments as appropriate.

§ Stays current with developments in the hotel by reviewing and updating the communication log.

§ Handles customer complaints, refers to Front Office Manager wherever necessary.
Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:

§ Offers guests updates on rooms and promotes hotel amenities, food and beverage outlets and services.

§ Makes reservations in accordance with hotel’s yield management practices.

§ Processes customer credit at check-in in accordance with hotel policy.

§ Identifies and records special billing instruction and notifies Accounting.

§ Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Financial Controller.


Job Requirements
§ Minimum one year experience front office experience

§ High school diploma required

§ Strong computer systems skills including; reservations and reporting systems

§ Excellent communication skills

§ Able to collaborate effectively with other hotel employees and managers to ensure teamwork

§ Strong Microsoft Office suite and reporting system skills
§ Ability to work a flexible schedule