Front Office Guest Service Assistant

 JOB SUMMARY

The Front Office Associate is responsible for delivering exceptional guest service by efficiently managing all front desk operations, including guest check-ins and check-outs, room assignments, billing accuracy, and guest communications. This role ensures a seamless guest experience through professional service delivery, adherence to company policies, and effective coordination with Housekeeping, Security, and other hotel departments.

KEY RESPONSIBILITIES

1. Guest Check-in & Check-out Operations

• Process all guest check-ins, check-outs, room assignments, and room changes in a timely and accurate manner.
• Handle late check-out requests in accordance with hotel policies.
• Activate, reissue, and manage room keys securely.
• Clear departures accurately in the property management system.
• Communicate with relevant departments when guests are awaiting room availability.

2. Billing, Cashiering & Financial Accuracy

• Secure guest payments and process all forms of payment, including cash, credit cards, vouchers, and paid-outs.
• Verify billing accuracy and adjust guest accounts as required.
• Ensure room rates align with market codes and properly document any exceptions.
• Count and secure cash bank at the beginning and end of each shift.
• Run and review daily financial reports, contingency lists, and credit card authorization reports.

3. Guest Communication & Service Excellence

• Answer, record, and respond to all guest calls, requests, questions, or concerns promptly and professionally.
• Follow up on guest requests to ensure satisfaction.
• Advise guests of messages and provide accurate information, directions, and hotel details.
• Arrange transportation for guests and visitors as required.
• Welcome, acknowledge, and thank guests according to company service standards.

4. Coordination & Room Status Management

• Coordinate closely with Housekeeping to track room status and address guest concerns.
• Maintain accurate records and filing of guest documentation and paperwork.
• Operate the telephone switchboard in accordance with hotel procedures.

5. Safety, Security & Compliance

• Notify Loss Prevention or Security of any incidents, theft reports, or safety concerns.
• Report accidents, injuries, and unsafe work conditions to management promptly.
• Maintain confidentiality of proprietary and guest information.
• Protect company assets and comply with all internal policies and procedures.

6. Professional Conduct & Teamwork

• Maintain a clean, professional uniform and personal appearance at all times.
• Develop positive working relationships with colleagues and support team objectives.
• Communicate clearly and professionally with guests and team members.
• Assist guests with disabilities in a respectful and appropriate manner.
• Perform additional duties as reasonably requested by Supervisors.

7. Physical Requirements

• Stand, sit, or walk for extended periods.
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

OUR BENEFITS

• Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends.
• Career growth and development through Marriott’s global learning and training programs.
• Access to the Employee Assistance Program supporting physical, emotional, and financial wellbeing.
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity.
• Duty meals provided.
• Associate transportation provided.
• Prorated unused sick leave paid out at year end.

QUALIFICATION AND EXPERIENCE

• Degree, Diploma, or Certificate in Front Office Operations, Hospitality Management, Hotel Management, or a related field is preferred.
• Previous front office or customer service experience preferred; hotel experience is an advantage.
• Basic computer skills; experience with hotel systems (e.g., OPERA) is an advantage.
• Strong customer service orientation and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to work flexible shifts, including weekends and public holidays.
• Ability to work effectively both independently and as part of a team.