Front Office Associate

at  The First Group

Overview:
 Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.
 Being able to perform all Front Office duties like check-in and check-out of guests, answering the phone according to etiquette, help guests with their inquiries, taking reservations and performing administrational tasks.
 Be familiar with all the Front Office software required for the Front Office Receptionist.
 Ensure that all hotel standards are met when serving the guests and handling information.
 Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
 Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
 Review Front Office log and Trace File daily.
 Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
 Be familiar with all in-house groups.
 Be aware of closed out and restricted dates.
 Promote and sign up Wyndham Rewards memberships to guests.
 Be familiar with hospitality terminology.
 Have knowledge of emergency procedures and assist as needed.
 Use proper etiquette at all times when communicating with guests and associates.
 Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
 Maintain and market promotions and guest programs.
 Be on time and at work when scheduled, and in proper uniform.
 Attend departmental meetings as scheduled.
 Consistent professional and positive attitude and actions when communicating with guests, vendors and associates.
 Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
 Check with manager / supervisor before leaving work area for any reason.
 Report any incidents of guest dissatisfaction or unusual matters of significance to manager / supervisor so that corrective measures may be taken.
 Perform special projects and other responsibilities as assigned.
 Participate in task forces and committees as requested.
 Perform any other tasks / duties as requested by management.
 Maintain a clean work area.

WYNDHAM COMPETENCIES

Business Acumen
 Articulates Wyndham Worldwide’s or Business Unit’s mission, vision, core values, business priorities and strategic goals
 Demonstrates in-depth knowledge about Wyndham Worldwide’s or Business Unit’s products, customers, markets & transaction systems
Building Trust
 Demonstrates system integrity consistently, fairly and is honest with members about what can and can’t be done in relation to member
 Takes personal responsibility for establishing, agreeing to, and keeping performance related commitments
 Is reliable, consistent and focuses on the positive, makes self-available when needed to perform additional tasks
 Openly acknowledges others for their contributions
Communication
 Demonstrates understanding of critical issues and points in the message
 Seeks to understand others and learn through listening
 Exhibits a positive manner at all times in talking to customers or colleagues
Count On Me!
 Articulates the needs and expectations of internal and external customers
 Handles customer complaints effectively and efficiently
 Builds and maintains effective relations with customers (internal /external)
 Articulates the underlying need of the customer’s request
 Listens and seek feedback proactively from the customer
Driving Results
 Produces high quality work products/services as measured by the customer
 Knows what is expected and delivers on promise
 Takes pride in own work
 Takes responsibility to address customer needs and resolve customer issues
 Takes responsibility to surface and escalate customer needs and wants to management teams
Innovation
 Does not give up easily when things become difficult
 Shares thoughts / new ideas
 Looks proactively for opportunities to embrace changes and move forward
business objectives
 Displays tolerance, respect and acceptance for changes
 Accepts change initiatives and effectively modifies behavior to meet new guidelines
Leadership Effectiveness
 Aligns to organizational / area directions
 Makes a visible effort to manage stress
 Is able to adapt to different working environments
 Shares skills and knowledge to enhance others’ talents and skills
 Contributes a fair share of work and fulfills the role of a team member
 Participates in team activities and contributes ideas
 Works collaboratively with others
Valuing Diversity
 Monitors others’ reactions to comments or choice of words by observing nonverbal cues, such as facial expressions or body language
 Corrects behaviors by responding to the reactions of others
 Tries to react objectively to other people’s ideas, regardless of personal views
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Job Description:

JOB SUMMARY:

The Front Office Associate will be responsible for providing exceptional customer service to guests and visitors, handling administrative duties, and assisting with various tasks in a professional and efficient manner. The ideal candidate will be able to multi-task, work well under pressure, and have excellent communication skills.

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.

• Greet and welcome guests in a friendly and professional manner.
• Answer phone calls and assist with inquiries and requests.
• Manage reservations and bookings.
• Handle cash and credit card transactions.
• Assist with various administrative tasks, including filing, data entry, and photocopying.
• Maintain a clean and organized reception area.
• Liaise with other departments to ensure the smooth running of the hotel.
  Desired Skill & Expertise: