Front Office Associate

About the Company : We are looking for a Front Office Associate to be the first point of contact for our guests. The ideal candidate will have a friendly and easy-going personality while also being very perceptive and disciplined. A customer-oriented approach is essential. The goal is to make guests and visitors feel comfortable and valued while on our premises. Preferred Arabic speaker.

About the Role : The Front Office Associate will be responsible for ensuring a positive experience for guests from the moment they arrive until they depart.

Responsibilities :

• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received at end of the Shift.
• Cash hotel guests' personal and travelers’ vouchers and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guests' request at all times
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• Attend to guest's complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
• Ensure that the guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure front desk work area is kept clean and in an orderly state at all times
• Is fully aware of the Credit policy and adhere to policies and procedures
• Upsells the hotel to guests whenever the opportunity arises.
• Keeps informed of Citymax hotel policies and procedures as they relate to the FO operations and guest service.
• Blocks and pre-registers rooms according to reservation requests.
• Blocks rooms for arriving guests according to set procedures.
• Makes and follows through room-rate-name changes.
• Immediately processes all checked-in registration cards and sets up an accurate folio in the system.
• Types all pre-registered and NSR key envelopes prior to guest arrival.
• Double checks accuracy of pre-registration, room allocation and keys in the key jacket.
• Attends to every guest requests the best way possible.
• Keeps informed of the hotel’s emergency procedures.
• Checks supplies weekly in the work area and requisitions accordingly.
• Keeps updated on the system operation and procedures.
• Performs other duties as may be assigned from time to time.
• Updates the Guest experience software with the requisite details.
• Perform related duties and special projects assigned by Supervisor and manager.

Qualifications :

• Proven work experience as a Receptionist, Front Office Representative, or similar role.
• Proficiency in Microsoft Office Suite.
• Hands-on experience with office equipment (e.g. fax machines and printers).
• Professional attitude and appearance.
• Solid written and verbal communication skills.
• Ability to be resourceful and proactive when issues arise.
• Excellent organizational skills.
• Multitasking and time-management skills, with the ability to prioritize tasks.
• Customer service attitude.
• High school degree; additional certification in Office Management is a plus.