Front Office Assistant

Front of House
Job Role:
Front Office Agent, Guest Relations Officer
Staff- Line level
Salary Description:
Hotel Clarks Shiraz Agra
Job Ref:
Front Office

Reports To: Front Office Supervisor / Executive/Duty manager
Areas of Responsibility:
Creates 100% guest satisfaction by exceeding guest expectations:
 Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
 Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee.
 Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:
 Develop good open communication and rapport with all guests. Recognize return guests and ensure all guests expectations are met and exceeded at all times.
 Responds to customer inquiries for information.
 Arranges for services requested by the guest by working with other departments as appropriate.
 Stays current with developments in the hotel by reviewing and updating the communication log.
Maximises revenue cash flow by promoting hotel services and adhering to credit and inventory control processes:
 Offers guests updates to rooms and promotes hotel amenities, food and beverage outlets and services.
 Processes customer credit at check-in in accordance with hotel policy.
 Identifies and records special billing instruction and notifies Accounting.
 Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Finance.
 Obtains appropriate approvals and signatures.
Other responsibilities include:
 Liaising with housekeeping to ensure information is passed on for room requests and special requests.
 Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is accurate and without discrepancy.
 Accepts responsibility for accurately maintaining cash float.
 Use the brand technique for answering the telephone.
 Ensure work area is keep neat and tidy.
 Keeps abreast with the hotel’s daily banquets, functions and activities.
 Attends Front Office communication meetings to maintain solid teamwork and a sharing of goals.
 Maintains policies and procedures to ensure the lowest level of loss is maintained.
 Adheres to rate restriction periods.
 Attends any training programs as directed or requested.
 Accurately processes maintenance requests.
 Keeps Room division Manager informed of all problems or unusual matters of significance.
 At all times keeps a favorable image of the Brand.
 Adhere to hotel policies and procedures, including personal presentation, grooming and hygiene.
 Actively support and promote Workplace Health and Safety within the work environment.
 Perform any other reasonable duties as directed by your Department head, the General Manager or his/her designate.
 Maintain hotel and guest security and confidentiality at all times and reports any relevant information to a supervisor or manager.

Contact Details:
Hotel Clarks Shiraz Agra
Tel: .0562 2226120
Contact: HR Department

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