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Front Desk Associates (FDA)

Pillows Hotel

With business certificates
Cebu City, Cebu
Posted on : February 07, 2020
Job ID : 351903


Is currently looking for:
Division/ Department: Front Office

Job Summary/ Purpose:

Under the direct supervision of the Front Office Supervisor, the Front Office Associate is responsible for check in, check out, reservation, simple food preparation and service for the cafe, cashiering and maximizing guest satisfaction at the reception. Ensures smooth operations of the sections appointed at the Front Office division and customer satisfaction.
Core Competencies:
- General Knowledge
- Fire and Life Safety
- Operations
- Hygiene, Sanitation and Safety
- Other Duties
General Knowledge
- To have complete knowledge on the services available at the front office in sections appointed
- Must present a courteous, helpful and professional image at all times.
- Responsible for checking guest in and out of the Hotel, making reservation, assisting with general information
- Complete shift checklist as required. Maintain high standards of service and hospitability.
Fire and Life Safety
- To be aware of Hotel Standards and Policies
- Attends to Fire and Life Safety trainings
- To be aware of and applies the procedures concerning hotel fire and life safety/ emergency procedures
- Checks schedule and ensures punctuality at work
- Monitors and ensures smooth operations of the section appointed
- Ensures that service/ items are prepared according to hotel minimum standards and standards procedures
- Follows all procedure set for each shift (AM, PM, Mid and Graveyard)
- Inspects work area and ensures that these are clean prior to and after each shift
- Ensures that all materials, equipment and machinery are properly used and regularly cleaned, in order to prolong usage.
- Practices economy of paper, electricity (Practice re-using/ recycling whenever possible
a. Guest Service
- Upon guest arrival, immediately greets/ welcomes guests to the outlet
- Provide the highest quality service to the customer at all times
- Promptly and effectively deal with guest’s complaints and requests
- Check guests in and out efficiently and in a friendly manner
- Post guest charges and compute guest bill, collect payments and give out change accordingly
- Following all cash handling procedures as required by the Hotel Management
- Handle guest mail and packages as per established procedures
- Be knowledgeable about the Hotel and its facilities, as well as owners and management
- Develop a thorough knowledge of room locations, room rates, amenities and selling strategies
- Answer telephone calls in a polite manner
- Block rooms and handle special requests
- Handle meal orders accordingly
- Monitor room availability
- Keep lobby and desk clean and presentable
- Have thorough knowledge on emergency procedures and security measures
- Offer and properly handle wake up calls
- Ensure all rooms are registered properly and a valid and working form of payment is collected
- Properly inform guest to fill out the needed information on the Registration Card
- Keep maintenance informed of all maintenance needs
- Must wear proper uniform at all times
- Light and presentable make up is required
- Must observe proper hygiene
- Communicate with Housekeeping on any issues, guest request, early arrivals and late departures
- Must be able to stand long periods of time
- Must maintain poise under stress and pressure
- Must properly endorse all necessary documents to reliever
- Must be knowledgeable on all devices at the front desk
b.  Cashiering
- Operates the PRIME SOFTWARE system in accordance with set procedures
- Strictly adheres to audit requirements in terms of procedures and reports
- Prepares/ generates sales report at the end of the shift and submits to appropriate areas
Hygiene, Sanitation and Safety
- To apply the necessary precautions with regards to the hotel safety and hygiene standards (Refer to standards indicated at the Hotel Manual.)
- Adheres to established Pillows Hotel Safety Management System policies and procedures
- Maintain cleanliness of the work place
- Practices accident prevention measures
- Follows all garbage disposal procedures and standards
- Ensures personal grooming and conduct according to hotel standards
- Follows safe working practices; handles all equipment in the proper manner
Other Duties
- Company Policies and Procedures: Adheres to the provisions outlines in the Employee Handbook, Disciplinary code and rules and Regulations
- Attendance: Adheres to the set procedures for attendance and timekeeping
- Communication: Attends meetings as required
- Guest Relations: as assigned and at all opportunities, assists guest directly and indirectly in order to resolve problems and provide them a delightful staying experience in the hotel
- Lost and Found: Fully aware of and comply with Lost and Found procedures at all times
- Emergency Response: Possesses full knowledge of emergency procedures
- Equipment Care: Ensure proper care and maintenance of equipment in the area of assignment
- Grooming and Hygiene: Adheres to specified hygiene and personal appearance standards of the hotel.
- Training and Employee Activities: attends scheduled training and participates in company-initiated employee activities
- Environmental Awareness: Is fully aware of and complies with the Hotel’s environmental policy and established rules and guidelines
- Guiding Principles: Practices the guiding principles in day-to-day interactions
- Performs such others functions as may be delegated by management from time to time
  • Check In
  • Check Out
  • Handles Room Reservations
  • Arranges and cleans the reception area
  • Double checks arrivals and due outs for the day
  • Makes sure folio is ready when asked w/in a minute
  • Should carefully double check charges
  • Be environmentally friendly, reduce waste, recycle when possible and reuse whenever applicable
  • Must prepare cash float report and endorsements
  • Accepts guests meal orders
  • Courteous Telephone Conversing
  • Always Smile
  • Always stands straight
  • Always be respectful and polite
  • PHYSICAL Height/ Build, Age, Sex; Presentation, Speech, Health
    • Physically fit
    • Proficient in English
    • Able to understand/ speak/ the basic of local language/ dialect
    • Desirable: Can understand/ speak a third language
    • College Level (at least 2 years)
    • Desirable: Graduate of any 4-year course
    • Experience as a Front Desk Associate in a boutique/ business class hotel
  • DISPOSITION Leadership, Relationship; Character, Potential
    • Effective social skills
    • Well- groomed
    • Pleasant disposition
    • Willing and able to accept shift duties

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