Front Office Assistant

About the Role

The Front Office Assistant at The Address Citywest is responsible for welcoming guests professionally and managing room allocation following established procedures. This role includes various duties ensuring smooth front desk operations, excellent customer service, and adherence to company policies.

Key Responsibilities

• Arrive punctually for shifts, dressed in a complete, neat uniform aligned with grooming standards.
• Maintain exceptional personal hygiene and cleanliness of the work area.
• Follow the company Code of Conduct and comply with fire, health, safety, hygiene, security, and customer care standards.
• Understand all duties outlined in the Health and Safety Statement and Staff Handbook.
• Verify the accuracy of reception cash floats.
• Keep working areas neat, safe, and organized.
• Greet and register guests courteously, using names and following registration/check-out protocols aligned with brand standards.
• Be knowledgeable of the company's selling procedures, promotions, room availability, and rates.
• Ensure compliance with all safety, hygiene, and emergency regulations.
• Provide additional guest services such as dinner reservations, porterage, and information assistance whenever feasible.
• Accurately post charges to guest room bills and monitor management accounts.
• Stay informed about hotel facilities like parking and directions.
• Maintain professional communication with guests and team members.
• Consistently deliver superior customer service.
• Prepare and share necessary reports with relevant departments.
• Manage reservations, cancellations, and no-shows per policy.
• Answer the switchboard warmly and direct calls appropriately in the absence of a switchboard operator.
• Meet reasonable guest requests to ensure satisfaction and safety.
• Conduct routine security inspections and report findings promptly.
• Report maintenance concerns immediately to management.
• Take and distribute messages accurately with full details.
• Handle guest queries politely and log issues to the Duty Manager as needed.
• Balance cash from telephone, lounge, restaurant, bars, and reception at shift end.
• Allocate rooms sensibly considering guest preferences.
• Check telephone charges from meeting rooms and assign correctly to accounts.
• Manage guest safe deposits securely.
• Maximize in-house sales opportunities by maintaining awareness of offers.
• Handle foreign exchange transactions responsibly.
• Secure all monetary assets at all times.
• Participate in training sessions and communication meetings as scheduled, implementing all learned content.
• Complete all tasks on checklist and follow cash handling procedures.
• Perform additional duties as requested by managers or guests.

Skills and Qualifications

• Proficiency in English with excellent communication skills.
• Familiarity with Microsoft Outlook for work-related communication.
• Previous experience or understanding of hospitality industry standards and practices.