Minimum Experience : 1-2 year in Resort or Hotels
More Proffered local candidate From Alappuzha
A Front Office Assistant is responsible for providing a warm, professional, and efficient guest experience from arrival to departure. In a resort environment, the role also involves coordinating with other departments to ensure guest comfort and satisfaction.
1. Guest Reception & Welcome
- Welcome and greet guests warmly upon arrival.
- Assist guests with check-in and check-out procedures.
- Verify guest details, identification, reservations, and payment information.
- Provide accurate information about the resort, facilities, services, activities, and surrounding attractions.
- Escort guests or coordinate with the Bell Desk for luggage assistance, when required.
2. Reservation & Room Coordination
- Handle room reservations, modifications, cancellations, and guest requests.
- Coordinate with the Reservations and Housekeeping Departments regarding room availability and room status.
- Ensure rooms are ready for arriving guests.
- Update guest information accurately in the PMS/system.
3. Guest Services
- Attend to guest requests, queries, and complaints promptly and courteously.
- Coordinate with Housekeeping, F&B, Engineering, Security, and other departments to resolve guest requirements.
- Provide information regarding resort activities, restaurants, spa, transportation, and other facilities.
- Follow up with guests to ensure their requests have been satisfactorily addressed.
4. Telephone & Communication
- Answer telephone calls professionally and transfer calls to the appropriate department.
- Handle internal and external communication efficiently.
- Take and convey messages accurately.
- Respond to guest emails and other official communication as assigned.
5. Billing & Cash Handling
- Prepare and maintain guest bills accurately.
- Process payments through cash, card, or other approved methods.
- Maintain proper records of transactions.
- Follow cash-handling and billing procedures established by the resort.
- Coordinate with the Accounts Department regarding billing-related matters.
6. Resort Activities & Guest Experience
- Explain and promote resort activities and experiences to guests.
- Assist guests in booking activities, restaurants, spa services, transportation, etc.
- Coordinate special arrangements for birthdays, anniversaries, honeymooners, VIPs, and other celebrations.
- Maintain awareness of ongoing resort events and facilities.
7. Guest Complaints & Service Recovery
- Listen patiently and professionally to guest concerns.
- Resolve minor complaints within the authority given.
- Escalate serious or unresolved issues to the Front Office Manager/Resort Manager.
- Record important complaints and follow up until closure.
- Maintain a positive attitude even in difficult situations.
8. Coordination with Other Departments
- Maintain close coordination with:
- Housekeeping
- Food & Beverage
- Engineering/Maintenance
- Security
- Activities/Recreation
- Accounts
- Reservations
- Transport
- Communicate guest preferences and special requests accurately to the concerned departments.
9. Safety & Security
- Follow all resort safety and security procedures.
- Verify guest information as required and protect guest privacy.
- Report suspicious activities, safety hazards, or emergencies immediately.
- Follow emergency procedures and assist guests during emergencies.
10. Records & Documentation
- Maintain accurate guest records and front office documents.
- Complete shift handover properly.
- Maintain logs for guest requests, complaints, lost and found, wake-up calls, and other operational matters.
- Ensure all entries in the PMS and registers are accurate and updated.
11. Professional Conduct
- Maintain a neat and professional appearance and follow the resort's grooming standards.
- Be punctual, disciplined, courteous, and approachable.
- Maintain confidentiality of guest and company information.
- Demonstrate teamwork and a positive service attitude.
- Follow all resort SOPs, policies, and instructions from supervisors.
12. Additional Resort Responsibilities
- Assist guests with local sightseeing and transportation arrangements.
- Support special events and group check-ins/check-outs.
- Assist during peak occupancy and operational requirements.
- Upsell rooms, resort facilities, activities, and other services where appropriate.
- Promote guest satisfaction and encourage positive feedback and reviews.
Key Objective:
The Front Office Assistant should ensure that every guest receives prompt, courteous, personalized, and professional service, contributing to a memorable resort experience and the overall success of the property.
Pay: ₹15,000.00 - ₹18,500.00 per month
Benefits:
- Food provided
- Paid sick time
Work Location: In person
