Job Title: Front Office Assistant
As a Front Office Assistant at The Address Collective, you will play a key role in providing exceptional customer service to our guests. Your responsibilities will include:
Main Duties:
* To arrive promptly on duty as scheduled in a full, clean & presentable uniform at all times.
* Maintain the highest level of personal and work cleanliness and hygiene.
* Adhere to the company's Code of Conduct and comply with regulations regarding fire, health and safety, hygiene, customer care and security.
* Check and ensure the correctness of all reception floats and maintain work areas clean, safe and tidy at all times.
* Receive and register guests on arrival using their names at all times adhering to laid down procedures.
* Ensure all documentation relating to registration and checking out of guests is as per standard of procedures.
* Be thoroughly familiar with all company selling procedures and promotions and be aware of hotel room availability and rates at all times.
* Offer and cater for any additional requirements for guests such as dinner reservations, porter, information services etc.
* Maintain and monitor management accounts and provide relevant reports to departments as required.
* Take reservations and respond to guests in a timely and professional manner.
* Answer switchboard in a warm and welcoming manner and effectively transfer calls to correct extensions in the absence of the switchboard operator.
* 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.
Key Responsibilities:
* 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.
* To deal with any guest requests/queries in a polite and attentive manner and report/logging any problems to the Duty Manager.
* To balance telephone, lounge, restaurant, bars and reception cash at the end of each shift.
* To allocate rooms to customers having viewed all relevant guest requests.
* To check all telephone charges from meeting rooms and ensure they are posted to correct folios.
* To handle safe deposits for guests.
* To maximise in-house selling whenever possible and maintain an awareness of all sales opportunities.
Requirements:
* All staff of the company are required to make themselves available for training and communication meetings for which advance notice will normally be given.
* The content of all training sessions and issues addressed at team meetings must be adhered to.