Front Office Assistant

Your Day To Day

• Be the warm welcome that sets the tone for a memorable guest experience, demonstrating genuine hospitality and professionalism.

• Acknowledge and prioritize IHG Rewards Club members, VIPs, and returning guests, both in person and on the phone.

• Take and manage guest bookings with accuracy, identifying up-selling opportunities to enhance guest stays by promoting hotel services, amenities, and packages.

• Maintain a deep understanding of and adhere to IHG Brand Standards, hotel policies, and operational processes to deliver consistent and high-quality service.

• Handle cash, credit, and digital transactions with precision, ensuring all processes align with hotel financial policies.

• Facilitate seamless check-in and check-out experiences, including verifying IDs, issuing room keys, and managing safety deposit boxes securely.

• Coordinate with housekeeping to confirm room readiness and update the Property Management System (PMS) with any changes or room allocations.

• Assist in managing guest inquiries, messages, and complaints, ensuring timely responses and escalating to management when required.

• Anticipate and fulfill guest needs by recording and acting on preferences, special requests, or recurring concerns to create personalized experiences.

• Provide accurate information on local attractions, transportation, and hotel amenities to enrich the guest's stay.

• Follow all safety and emergency procedures, including reporting incidents promptly.

• Stay trained on hotel emergency protocols and assist guests during evacuations or other critical situations.

• Collaborate with other departments to ensure seamless communication and exceptional service delivery.

• Step in to support colleagues with ad-hoc duties as needed, fostering a team-oriented work environment.

• Actively participate in team briefings, training sessions, and performance discussions to enhance personal and departmental growth.

• Represent the hotel brand with pride by maintaining a polished appearance and professional demeanor at all times.

• Always stay informed of the day’s events, activities, and occupancy levels to provide accurate and timely information to guests.

• Assist with administrative duties, including filing, preparing reports, and maintaining an organized workspace.

• Monitor and replenish front desk supplies, such as registration cards, brochures, and stationery.

• Assist with managing incoming and outgoing guest mail, package deliveries, and courier services.

• Conduct follow-ups with guests during and after their stay to ensure satisfaction and address any unresolved concerns.

• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.

What We Need From You

• Communication skills - Guests will approach you with both concerns and compliments, so you’ll need to be easy to talk to.

• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.

• Fluency in the local language - extra language skills would be great, but not essential.

• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers.

• Flexibility - night, weekend and holiday shifts are all part of the job.

• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.

• Experience - ideally you’ll have spent at least one year in a front desk or guest service position.

• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.