DEPARTMENT: Front Office Department
LOCATION: El Nido. Palawan
DIRECT SUPERVISOR/ MANAGER: Front Office Manager / Front Office Supervisor
JOB OBJECTIVES: The Front Office Associate is expected to assist guest efficiently and professionally in all related Front Office functions and maintain a high standard of service and hospitality at all times.
DUTIES AND RESPONSIBILITIES:
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Provide excellent customer service, resolve guest complaints and assists in situations to ensure guest satisfaction and report to the Front Office Manager.
- Answer guest inquiries, requests and concerns are addressed and completed in a timely manner. (Helping with directions, recommending restaurants and/ or activities, etc.)
- Coordinating with Housekeeping the delivery and execution of welcome amenities, guest welcome letters and ensure profile updating.
- Take note of guest special requests and ensure that they are coordinated to the specific department.
- Ensure that guest billings are accurate and up to date at the time of departure, especially with groups.
- Post guest charges and compute guest bills accurately. Collect the correct payment for guest charges upon check out.<br>• Check guest in and out efficiently and in a timely manner.
- Follow all cash handling procedures as established and required by the company.
- Maintain knowledge of proper maintenance of equipment as trained by the Front Office Supervisor on its proper use.
- Develop a thorough knowledge of the current information on rates, packages, promotion, amenities and selling strategies.
- Inform General Manager and FO Manager of guest arrivals.
- Handle guest mail and messages by established procedures.
- Coordinate and handle guest tours and activities and schedule accordingly.
- Monitor room availability, block rooms and handle special requests.
- Keep Lobby and Front desk clean and presentable at all times.
- Take note of request for late checkout and inform Front Office Manager for approval. Inform Housekeeping, if approved.
- Have a thorough knowledge of emergency and security procedures. Follow it strictly.
- Schedule and book Massage and Spa bookings and coordinate with therapists.
- Block transportation request in the booking calendar, ensure that all guest pick-ups are noted. Reconfirm departure transfers with in house guests.
- Offer and properly handle requests for wake-up calls.
- Inform Engineering department of all maintenance needs in the area. Update the Front Office Manager.
- Do bucket check at the end of the day shift.
- Attend regular trainings on required job functions. Participate in company-wide as well as departmental trainings.
- Communicate with incoming staff and management by logging in pertinent information on the Pass On logbook.
- Practice safety standards at all times.
- Ensure all rooms are checked in properly and a valid and working form of payment is collected.
- Attend daily departmental briefings and monthly departmental meetings as set by the Front Office Supervisor.
- Provides guest room and hotel ocular tours.
- Communicate with Housekeeping on any issues, guest requests, early arrivals, late departures and log in the logbook.
- Assist guest in booking tours, activities, restaurants and transportations and other reservation inquiries.
- Adherence to company policies, procedures and standards to ensure that guest expectations are exceeded.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Coordinate hotel emergency procedures within the scope of defined emergency plans.
- Perform all duties as indicated in the shift checklist report.
EVALUATION METRICS:
- Job Knowledge (15%)
- Relation with peers, co-workers, and other department (10%)
- Honesty (10%)
- Work Discipline (5%)
- Communication Skills (5%)
- Team Work (10%)
- Productivity (15%)
- Initiative (5%)
- Professionalism (15%)
- Attendance (10%)
KEY ACCOUNTABILITIES (KRA / KPI):
- Revenue Improvement
- Company projects & programs involvement and participation
- Adherence to Quality Service Standards
- Cost Regulation Contribution
SUGGESTED COMPETENCIES:
- Works effectively with colleagues and has excellent guest relations.
- Proficient in the English language.
- Has the ability to control and manage conflict situations.
- Communicate effectively on the telephone.
JOB SPECIFICATIONS:
- 1- 2 years Front desk experience preferably in a 2-4 star hotel or resort property
- Previous experience with handling groups, group activities and FITs.
- Excellent command of the English language, both written and verbal.
- A service excellence and relationship management role model with strong leadership, including dealing with guest service situations while continually ensuring guest satisfaction.
- Able to work under pressure and stressful situations while handling multiple tasks.
- Attentive to details and with excellent organization skills.
- Neat, professional and well groomed at all times.
- Self-motivated and has initiative- work with little supervision.
- Work flexible shifts- days, evenings, weekends and holidays.
- Excellent interpersonal skills with a positive attitude and guest focused.
- Has knowledge of Microsoft Office and general computer applications.
- Knowledge of any property management system and reservation management software is an asset.
- College diploma or University degree in a Hospitality related program is preferred.
- Speaking an additional foreign language is an asset.
Job Type: Full-time
Salary: Php11,000.00 - Php18,000.00 per month
Schedule:
- Flexible shift
Job Type: Full-time
Salary: Php10,000.00 - Php15,000.00 per month
Benefits:
- Employee discount
- Opportunities for promotion
- Promotion to permanent employee
- Staff meals provided
Schedule:
- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Late shift
- Shift system
Supplemental pay types:
- 13th month salary
- Overtime pay
- Performance bonus
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