🌟 Introduction
You are the go-to expert at our front desk—the seasoned professional who handles complex guest needs with ease while guiding junior colleagues. As a Senior Front Office Assistant, you blend technical mastery with warm hospitality, ensuring every interaction reflects our brand’s excellence.
Why This Role Stands Out:
✔ Career Growth: Pathway to Team Leader/Supervisor roles
✔ Impact: Your expertise directly shapes guest satisfaction
✔ Balance: Leadership responsibilities + hands-on guest interaction
📋 Key Responsibilities
💎 Guest Service Excellence
- Handle VIP check-ins/check-outs with flawless execution
- Resolve complex guest requests (multi-room bookings, special events)
- Train new staff on brand service standards
- Provide concierge-level local recommendations
- Remember repeat guest preferences (room types, amenities)
- Manage high-pressure situations with calm professionalism
- Conduct courtesy calls to ensure guest satisfaction
- Process special billing arrangements (split folios, corporate accounts)
- Handle language barriers using translation tools or multilingual skills
- Maintain impeccable lobby presence during peak hours
⚙️ Operational Leadership
- Serve as shift captain when supervisors are unavailable
- Audit room status discrepancies between PMS and housekeeping
- Verify accurate rate loading for all reservations
- Oversee key card programming and troubleshoot issues
- Manage group check-in/out logistics
- Process third-party vouchers and prepaid bookings
- Handle late check-out/early arrival coordination
- Maintain emergency contact lists at the front desk
- Update digital guest directories in real-time
- Monitor lobby traffic flow to optimize staffing
💰 Financial Accuracy
- Process foreign currency exchanges accurately
- Balance cash drawers with zero variances
- Verify tax exemptions with proper documentation
- Handle refund processing per hotel policy
- Audit incidental authorization holds
- Identify potential revenue leaks (missing charges)
- Upsell premium rooms and amenities naturally
- Process corporate direct billing accurately
- Maintain PCI compliance during payment handling
- Reconcile end-of-shift reports meticulously
🛠️ Technical Mastery
- Troubleshoot PMS/Opera system errors
- Generate customized reports for management
- Program key cards for extended-stay guests
- Assist with mobile check-in/out implementation
- Maintain printer and self-check-in kiosks
👥 Team Support
- Mentor new hires through shadow shifts
- Create quick-reference guides for common procedures
- Cover break periods strategically to maintain service
- Share service best practices in team huddles
- Identify process improvements for management
📊 Administrative Excellence
- Maintain guest history records in PMS
- Document service recovery cases thoroughly
- Update preferred guest profiles regularly
- Prepare VIP arrival packets
- File incident reports when needed
🚨 Crisis Management
- Implement overbooking protocols
- Activate emergency procedures when required
- Handle medical situations until help arrives
- Manage noise complaints diplomatically
- Coordinate weather-related disruptions
✅ Who We’re Looking For
✔ 2+ years front desk experience in full-service hotels
✔ Opera PMS proficiency (or equivalent)
✔ Financial accuracy with cash handling
✔ Leadership mindset even without formal title
✔ Flexibility for AM/PM/weekend shifts
✨ Why You’ll Love This Role
- Skill Development: Advanced PMS/crisis management training
- Recognition: “Service Star” monthly awards
- Perks: Discounted stays, F&B benefits
- Growth: Priority for supervisory openings
📩 Ready to Elevate Your Career?
Show us your expertise! In your application:
- Describe your most complex guest request handled
- Share how you’ve mentored a junior colleague
- Tell us one PMS trick most agents don’t know
Join our team of hospitality professionals!