Front Office Assistant

Position Overview

Responsible for the accurate, courteous, and efficient check-in/check-out of hotel guests. Processes all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Responsible for answering calls at the front desk and alerting hotel staff of VIP arrivals. Completing quality improvement action forms (QIAF) for any guest incident, complains, feedback etc. Problem resolution to guest satisfaction and service recovery.

The Role

1. Input and access data in a computer.
2. Focus attention on guest needs, remaining calm and courteous.
3. Understand guest inquiries and provide responses.
4. Process 120 incoming/outgoing calls with 60 minutes.
5. Promote positive relations with all individuals who come in contact.
6. Think clearly, quickly, maintains concentration and makes concise decisions.
7. Prioritize, organize and follow up.
8. Maintain confidentiality of all guest information and pertinent hotel data.
9. Work well under pressure within any given period of time, which includes coordinating many requests at any given time.
10. Remain stationary at an assigned post for an extended period of time.
11. Perform job functions with minimal supervision.
12. Work cohesively with other departments and o-workers as part of a team.
13. Analyze and resolve problems exercising good judgment.

Talent Profile

1. High School Diploma or GED
   
2. Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
3. Ability to provide legible communication.
4. Ability to compute basic mathematical calculations.
5. Knowledge of computers
6. Ability to handle money in a responsible manner