The Front Office Associate operates the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.
He role holder advises guest of any messages (e.g. voicemail, e-mail, faxes) received for them and send to room, if required.
He / She answers, records, and processes all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
Log all guest requests or issues into computer, contact appropriate individual or department (e.g. Bellman, housekeeping, engineering) and follows up with guest to ensure their request has been met to their satisfaction.
He / She provides information to guests about room features, property amenities, and local areas of interest. He / She assists guests with accessing the internet.
Report accidents, injuries, and unsafe work conditions to manager.
Ensures Wyndham Hotels & Resorts standards, policies and procedures are adhered to all times
Greets and welcomes all guests approaching the Front Desk in accordance with WH&R standards
Is able to perform all Front Office duties like check-in and check-out of guests, answering the
phone according to the hotel etiquette, assists guests with their inquiries, takes reservations and
performing administrational tasks
Is familiar with all the Front Office software required for the position
Ensures that all hotel standards are met when assisting the guests and handling information
Answers guest inquiries about hotel services, facilities and hours of operation in a timely manner
Reviews Front Office logs, Trace File and Credit Limit daily
Answers inquiries from guests regarding restaurants, transportation, entertainment, etc.
Is familiar with all in-house groups
Is aware of closed out and restricted dates
Coordinates with Front Office Supervisor in performing daily task or during the shift
Is familiar with hospitality terminology
Has knowledge of emergency procedures and assist as needed.
Uses proper etiquette at all times when communicating with guests and team member
Is able to perform and complete all tasks and duties on the shift checklist in a timely and efficient
Maintains and market promotions and guest programs
Maintains a clean work area
Performs any other works as and when assigned by the supervisor and / or management.
SKILLS & COMPETENCIES
Knowledge of Front office services
Business and basic accounting principles and practices
Work under pressure
Attention to details
Customer service orientated skills
Good communication skills both verbal and writing in English, any additional language is an a plus
EXPERIENCE, CERTIFICATION & EDUCATION
A minimum of two years in a similar role in a branded hotel
Diploma in hospitality management
Candidates based in Doha are preferred