Job Title: Front Office Assistant
The main duties involved in the role of a Front Office Assistant at The Address Collective are outlined below; however, this list is not exhaustive.
Main Duties
1. Arrive promptly on duty as scheduled, wearing a full, clean, and presentable uniform at all times in accordance with company grooming policy.
2. Maintain the highest level of personal and work cleanliness and hygiene.
3. Adhere to the company's Code of Conduct.
4. Comply with company regulations regarding fire safety, health and safety, hygiene, customer care, and security.
5. Read, understand, and carry out responsibilities as defined in the Health and Safety Statement and Staff Handbook.
6. Check and ensure the correctness of all reception floats.
7. Keep work areas clean, safe, and tidy at all times.
8. Receive and register guests on arrival, using their names at all times, adhering to laid-down procedures and brand standards.
9. Ensure all documentation related to guest registration and check-out is in accordance with standard procedures.
10. Be familiar with all company selling procedures and promotions.
11. Be aware of hotel room availability and rates at all times.
12. Adhere to regulations concerning health and safety, hygiene, guest safety, fire regulations, and emergency procedures.
13. Offer and cater to any additional guest requirements, such as dinner reservations, porter services, or information services, as reasonably possible.
14. Post all charges correctly onto room bills.
15. Maintain and monitor management accounts.
16. Be aware of all hotel facilities and amenities, such as parking and directions.
17. Communicate professionally with colleagues and guests.
18. Provide high-quality customer service consistently.
19. Generate relevant reports for departments as required.
20. Handle reservations and respond to guest inquiries promptly and professionally.
21. Answer the switchboard warmly and transfer calls effectively in the absence of the switchboard operator.
22. Manage reservations, cancellations, and no-shows in line with company policy.
23. Fulfill reasonable guest requests to ensure comfort, satisfaction, and safety.
24. Conduct security checks regularly and report issues to management.
25. Report maintenance issues immediately to management.
26. Accurately take messages for guests and staff, noting details such as date, time, message content, sender, recipient, and initials.
27. Ensure relevant parties receive messages promptly.
28. Handle guest requests and queries politely and attentively, logging problems for the Duty Manager if necessary.
29. Balance cash at the end of each shift across telephone, lounge, restaurant, bars, and reception.
30. Allocate rooms to guests considering all relevant requests.
31. Verify and post telephone charges from meeting rooms to the correct folios.
32. Handle safe deposits securely for guests.
33. Maximize in-house selling opportunities and maintain awareness of all sales prospects.
34. Keep all monies secure at all times.
35. Participate in training and team meetings as scheduled, adhering to all instructions and issues discussed.
36. Complete duties as per checklist.
37. Handle cash in accordance with cash handling procedures.
38. Perform any other reasonable duties requested by a manager, senior staff, or guests.
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