Hotel Front Desk Associate/Night Auditor

Core Job Responsibilities & Duties

• Greet guests immediately with a warm, friendly, and sincere acknowledgement
• Follow company dress code and always be presentable
• Provide customer service to guests by verifying their reservation details, checking-in guest into assigned room, providing them with rooms keys and ensuring proper payment and billing information is collected
• Handle incoming reservations through phone calls, emails, or online booking systems
• Aid guests in making new reservations, modifying existing ones, or cancelling bookings
• Address guest inquiries, concerns, and special requests promptly and courteously
• Aid guests with luggage, transportation arrangements, and other requests
• Maintain accurate guest records, including personal information and payment details
• Update and maintain the front desk logbook, shift reports, and other relevant documents or communication platforms used by the hotel
• Handle cash transactions and maintain a balanced cash drawer
• Communicate with housekeeping, maintenance, and other hotel departments to ensure guest satisfaction or to resolve issues promptly
• Communicate effectively with team members to ensure a seamless operation
• Follow hotel procedures for guest safety, including verifying identification, monitoring guest access, and maintaining a secure and clean front desk area
• Handle emergencies and report incidents to the appropriate authorities
• Ensure all areas around front desk area are clean and presentable for guest’s first impression

Qualification Standards & Company Requirements

• Excellent communication skills and interpersonal skills required
• Strong problem-solving abilities and the ability to handle guest complaints
• Ability to work efficiently and independently in a fast-paced environment
• Previous experience in customer service or hotel industry preferred
• High school diploma or equivalent; additional education in hospitality or related field is a plus