Front Office Administrator

KEY RESPONSIBILITES

• Responsible for managing the assignment of rooms and supports the front office by serving as the liaison between Sales, Housekeeping and the Front office
• Assign, monitor & manage VIP arrivals/ bookings/ arrange amenities
• Manage room inventory days out in advance and relay any overbookings or upcoming issues to the appropriate leadership
• Responsible for blocking all group and F.I.T guest reservations in the rooms PMS System
• Manages available rooms inventory in the rooms PMS system, including special requests, long stay guests, VIP’s
• Handle VIP assignments, pending room communication, execute room moves, facilitate guest room amenity deliveries; all while also acting as a front desk agent to cover agents' breaks and answer internal and external calls throughout their shift
• Provide quality guest services that include registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming room reservations, and presenting statements to and collecting payment from departing guests.
• Continually check the accuracy of room count & room availability
• Ensure all rooms and suites assigned according to guest preference
• Completion of all Opera reports that are focused on blocking certain room types for guests
• Assist to attend the Group Resume meeting and handle all group arrivals
• To have a full working knowledge of the Wyndham Rewards and its benefits by taking every opportunity to enrol new members
• Maintain comprehensive knowledge of standard reservation procedures
• Communicate to Assistant Front Office Manager and Duty Manager all information likely to be of interest to hotel Management such as the expected arrival and departure of VIPs and all other pertinent information
• Be aware of the hotel availability and of every opportunity to maximize room revenue
• Gain understanding of the departmental goals and financial targets and support management team in achieving these targets
• Ensure all emails are replied to in a professional and timely manner
• To work closely with Service team for any Guest Relation request and arrangement
• Maintain file system and assist with data entry
• Maintain inventory of office supplies & ensure any requests are made according to pre-set budget
• Maintain security of information relating to guests and colleagues in the hotel
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.
• Communicate closely and regularly with Housekeeping Room Controllers in terms of room assignments
• Assume overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained
• Perform other clerical tasks as needed
• Be familiar with all S.O.P.s and Job Aids relating to the Front Office Operations
• Develop and maintain positive productive working relationships with other associates and departments
• Support Front Desk staff by participating in training efforts, assisting at the Front Desk during peak arrival periods and break times, and answering telephones
• Prepare group/VIP key packets and arrivals
• Place rooms in OOO & OOR status and communicate with Housekeeping and Engineering
• Work closely with Revenue Management to help control the overbooking process
• Co-ordinate with Sales for any group bookings
• Ensure all special rates and comp forms are filed
• Daily answer all social media platform guest feedback
• Produce monthly Reports for the FO team & Management
• Other functions not listed deemed necessary by the Assistant Front Desk Manager and Director of Rooms
• Recycles whenever and where-ever possible and enforces cost saving measures
  
  

Qualifications and Skills

• High school diploma or equivalent.
• Previous experience in customer service or administrative role preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work well under pressure and in a fast-paced environment.
• Proficiency in Microsoft Office and other relevant software.
• Attention to detail and accuracy.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Knowledge of multiple languages is a plus.