Front Office Associate

FRONT OFFICE ASSOCIATE

Duties and Responsibilities:

• Answer phone calls and attend to guests' requests to book rooms or events at the hotel.
• Check on the internal booking system and make the booking for the guest.
• Obtain payment information and run credit/debit card payments when required.
• Liaise with the other Reservations staff in the team and provide detailed handovers so that the next shift runs smoothly.
• Send and receive emails and monitor the inbox for bookings.
• Take and manage online booking through the online booking system.
• Always provide outstanding customer service to all guests.
• Follow up with guests who may have had an issue with online or telephone bookings.
• Manage the booking schedule effectively.
• Arrange or rearrange dates with clients when there is no space for their selected dates.
• Ensure management and receptionist staff are kept up to date with bookings.
• Coordinate with the Front Office Team in all reservation matter including guest requests, reviews etc.

Requirements:

• A bachelor’s or associate degree in hospitality or clerical work would be an advantage or two years' experience in a similar role
• Excellent written and verbal communication skills
• Adept at controlling a busy switchboard with excellent telephone manners.
• Excellent customer service skills
• Good computer skills, with knowledge of booking systems such as Online Travel Agencies (OTA), local travel agencies and other reservations generated from Corporate Accounts, Direct and Website Bookings, including both in-house and online systems.
• Hands-on experience of taking credit/debit card payments over the phone and in-person
• Able to effectively prioritize workload and work well under pressure.