Front Office Assistant

Definition

He/she is responsible for the overall Front Office operations:
i) Switchboard

ii) Reservations

iii) Cashiering

iv) Registration (check-in / check-out)

v) Night Audit

Specific Responsibilities

1. Be friendly and always smile when approached by guests. Should be professional, tactful and possesses a sound disposition at all times.

2. Always call the guest by name and never Sir, Mr., Miss or whatever. Knowing the guests’ by his/her name would make the guest feel important.

3. Try to up sell to all walk-ins or reservations without confirmed rates, although there should be an option of telling guests the difference superior or deluxe rooms.

4. Know how and when to take reservations and be consistent in making follow-ups or notes for special guests regarding the reservations.

5. Handle guests’ messages and complaints efficiently. He/she should know how to deal with guests’ complaints tactfully.

6. Extend special services by learning how to deal and treat guests like VIPs, regular / repeat guests, walk-ins, etc.

7. Particulars like the name, address and signatory furnished by guest in the **Registration Card** should be correct.

8. Should keep the work area clean by knowing where supplies and equipment are kept. It is important to note that all necessary supplies are well stocked to avoid storage.

9. Should be well informed with regard to daily and forthcoming events / functions in the hotel and provide guests with the necessary feedback promptly.

10. To relief the telephone operator in manning the switchboard.

11. To handle all work pertaining to Front Office duties and operations.

12. To liaise with other Departments on matters pertaining to rooming of guests and guests billing.

13. To assist, cooperate and direct the activities of various Front Office personnel assigned to the hotel.

14. To furnish information about the hotel, the community and special highlights or events of interest.

15. Know all emergency numbers of the various organizations such as Bomba, Police, Ambulance etc.

16. Maintains file of hotel facilities, airline schedules, transportation schedule / routes and costs, maps and other relevant guest information.

17. Assists guests in booking, confirmation of onward reservations.

18. TO reply, confirm and processes all requests for reservation with accurate details of the reservation.

19. Files reservation slips according to dates of arrival.

20. Maintains a file for the reservations requests forms and duplicate of reservation slips according to date of arrival.

21. Acquaint self with the regular callers and acknowledge them by name and through telephone courtesy.

22. Advise callers when confirming reservations that rooms will be **held** until 6.00pm unless otherwise specified.

23. Politely turn down request for reservations on “close out” dates and offers assistance to book them in another hotel, especially in the case of a regular customer.

24. Be aware and keep yourself informed of the available rooms for sale.

25. Help maximize room sale by offering the best rates first.

26. Prepares the expected departure for guests who wish to settle their payment upon checking out.

27. To balance the account for all transactions during shift and monies entrusted to her.

28. Carries out diligently all requests for wake-up calls from the guests and Senior Management.

29. Always maintain the privacy of communication while on duty.

30. To act as trouble shooter to the guest, thereby constantly working toward the betterment of guest contact and satisfaction.

31. To upkeep a high quality of work standards from yourself and co-workers.

32. Be responsible for all wake-up calls and messages for the guest and to make sure that they receive their calls and messages on time.

33. Do not disclose hotel information without the written consent of the Management in which may come to your knowledge during your employment with the Hotel.

34. To perform other duties and responsibilities as assigned by the superior from time to time.

**Job Type**: Permanent

Pay: RM1,700.00 - RM2,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave

Schedule:

- Monday to Friday
- Rotational shift

Supplemental Pay:

- Overtime pay

Work Location: In person