Front Desk Associate
Rosewood Hotels and Resorts
Job Description Job Summary
The Front Desk Associate serves as the welcoming face of the hotel, ensuring a seamless and personalized experience for every guest. This includes managing the check-in and check-out process efficiently, processing payments accurately, and addressing guest inquiries with professionalism and warmth.
Essential Duties and Responsibilities:
• Consistently offer professional, friendly, and engaging service.• Greet, check in and settle guest accounts while ensuring all service standards are followed.• Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float.• Handle guest requests, questions, and concerns effectively and promptly.• Promote a professional team environment.• Follow department policies, procedures, and service standards.• Performs any and all other tasks assigned by management.• Always upholds the highest standard of internal and external customer service.• Ensure all emails are actioned and completed as per request.• Be a competent key person within the department, able to communicate and find answers in an efficient and professional way.• Ensure clear, complete, and legible information is taken from the guest and is forwarded to the appropriate Associate/Department to satisfy the request and or to resolve the issue.• Resolve guest issues within your capabilities, ensuring guest satisfaction.• Communicate effectively with Guests, Hotel Associates, Managers and Directors.• Daily completion of all record sheets, filled out correctly and filed accordingly.• Note any outstanding issues and communicate with your senior Manager.• Maintain the Rosewood hand over log for the next shift, noting any services that are pending to ensure follow up and completion.• Maintain complete knowledge of using the Hotel equipment. (E.g. Computer, photocopier)• Communication of all issues to HOD/Manager/Supervisor.• Flexibility to cover shifts and responsibilities when required – (Night Shift, Day Shift)• Promote hotel facilities effectively, including opening hours on all Food and Beverage outlets.• Be knowledgeable of the surrounding area and thorough knowledge of the guest rooms, including view, amenities, features, types.• Be inquisitive and share knowledge.• Ensure you have an excellent knowledge of products and services available both internally and externally.• Ensure all special request information is logged into the guests Opera profile.• Strive to achieve any upselling targets and assist all other departments.• Maintain healthy inter-departmental relationship.• Carry out, within your capability, all reasonable requests by the Senior management.• Be able to work without supervision and lead by example at all times.• Ensure that brand standards are adhered to at all times, to ensure successful brand standard audit score.• Collect preferences daily and enter in the guest profiles.• Ask questions and share answers to all associates continuously.
The Front Desk Associate serves as the welcoming face of the hotel, ensuring a seamless and personalized experience for every guest. This includes managing the check-in and check-out process efficiently, processing payments accurately, and addressing guest inquiries with professionalism and warmth.
Essential Duties and Responsibilities:
• Consistently offer professional, friendly, and engaging service.• Greet, check in and settle guest accounts while ensuring all service standards are followed.• Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float.• Handle guest requests, questions, and concerns effectively and promptly.• Promote a professional team environment.• Follow department policies, procedures, and service standards.• Performs any and all other tasks assigned by management.• Always upholds the highest standard of internal and external customer service.• Ensure all emails are actioned and completed as per request.• Be a competent key person within the department, able to communicate and find answers in an efficient and professional way.• Ensure clear, complete, and legible information is taken from the guest and is forwarded to the appropriate Associate/Department to satisfy the request and or to resolve the issue.• Resolve guest issues within your capabilities, ensuring guest satisfaction.• Communicate effectively with Guests, Hotel Associates, Managers and Directors.• Daily completion of all record sheets, filled out correctly and filed accordingly.• Note any outstanding issues and communicate with your senior Manager.• Maintain the Rosewood hand over log for the next shift, noting any services that are pending to ensure follow up and completion.• Maintain complete knowledge of using the Hotel equipment. (E.g. Computer, photocopier)• Communication of all issues to HOD/Manager/Supervisor.• Flexibility to cover shifts and responsibilities when required – (Night Shift, Day Shift)• Promote hotel facilities effectively, including opening hours on all Food and Beverage outlets.• Be knowledgeable of the surrounding area and thorough knowledge of the guest rooms, including view, amenities, features, types.• Be inquisitive and share knowledge.• Ensure you have an excellent knowledge of products and services available both internally and externally.• Ensure all special request information is logged into the guests Opera profile.• Strive to achieve any upselling targets and assist all other departments.• Maintain healthy inter-departmental relationship.• Carry out, within your capability, all reasonable requests by the Senior management.• Be able to work without supervision and lead by example at all times.• Ensure that brand standards are adhered to at all times, to ensure successful brand standard audit score.• Collect preferences daily and enter in the guest profiles.• Ask questions and share answers to all associates continuously.
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