Front Desk Officer, Batangas

FRONT OFFICE OPERATIONS:

• Daily Operations and Staff Management:
• Conduct daily pre-shift meetings to communicate objectives, updates, and operational changes to the Front Office team.
• Train Front Office staffincluding Front Desk Officers, Guest Service Associates, and Conciergeson policies, procedures, and best practices to ensure compliance and high performance.
• Ensure confidentiality and integrity in handling sensitive guest information.
• Update the G-drive and Cloudbeds system daily with relevant information and reports.
• Inspect the Front Office area to maintain cleanliness and operational standards.
• Oversee staff assistance with guest luggage, lobby door coverage, and maintenance of a sanitized and welcoming Front Desk area.
• Ensure the Front Office team compiles and addresses Guest Reviews.
• Complete and submit the Do Not Reserve or Out of Order Form to the Operations Manager for approval.
• Guest Services and Experience:
• Greet and approach guests upon arrival to provide a welcoming and positive experience.
• Oversee guest check-ins and check-outs, ensuring efficiency, accuracy, and courteous service.
• Address guest requests and complaints promptly, managing communication and resolving issues within 24 hours.
• Build professional relationships with guests, addressing any reservation issues promptly.
• Promote hotel amenities, facilities, and resort activities to enhance the guest experience.
• Monitor inquiries and manage reservations, ensuring accurate processing and confirmation.
• Cash Handling and Reports:
• Oversee cashier functions, including handling cash and credit card payments, issuing room keys, and managing incidental deposits.
• Manage and record the cash float, ensuring proper accounting, security, and verification of credit card validity and authorization during check-in.
• Monitor refunds, audit cash float accuracy and daily reports of Front Desk Officers and Guest Service Associates, and review reports to ensure adherence to financial policies before submission to Accounting.
• Ensure timely submission of daily reports (Flash Report, Housekeeping Report, Financial Report, Room to Sell Report) by 10 AM and upload them to the G-drive.