Front Office Assistant

Role overview

The Front Office Assistant at The Address Collective is expected to welcome guests warmly, follow training and brand procedures, and assign rooms in line with established standards. This position is central to creating a professional first impression and supporting smooth front desk operations.

Key duties

• Report for duty on time in a spotless, well-presented uniform, following the company’s grooming standards.
• Keep personal presentation and workplace hygiene at a high standard.
• Follow the organisation’s Code of Conduct and comply with its rules and policies.
• Observe all requirements related to fire safety, health and safety, hygiene, guest care, and security.
• Understand and perform responsibilities outlined in the Health and Safety Statement and Staff Handbook.
• Verify that all reception cash floats are accurate.
• Maintain reception and surrounding work areas so they remain clean, safe, and organised.
• Register arriving guests correctly, using guest names consistently and following brand procedures.
• Process check-in and check-out paperwork accurately and according to standard operating procedures.
• Stay familiar with sales methods, special offers, room availability, and current room rates.
• Support guests with extra needs where possible, including restaurant bookings, porter assistance, and general information.
• Ensure all charges are correctly entered on guest accounts and room bills.
• Help maintain and monitor management accounts.
• Stay informed about hotel facilities and amenities such as parking and directions.
• Communicate clearly and professionally with both guests and colleagues.
• Deliver consistently strong customer service.
• Prepare and share reports with relevant departments when needed.
• Take reservations and reply to guest enquiries promptly and professionally.
• Answer the switchboard in a friendly manner and transfer calls to the correct extensions when the switchboard operator is unavailable.
• Handle reservations, cancellations, and no-shows in line with company policy.
• Do everything reasonable to support guest comfort, safety, and satisfaction.
• Carry out security checks during the day and escalate concerns to management.
• Report maintenance issues to management without delay.
• Record guest and staff messages accurately, including date, time, message details, sender, recipient, and initials.
• Ensure messages reach the right people quickly.
• Manage guest queries politely and carefully, and log any problems with the Duty Manager.
• Reconcile telephone, lounge, restaurant, bar, and reception cash at the end of each shift.
• Allocate rooms thoughtfully based on guest requirements.
• Check telephone charges from meeting rooms and post them to the correct folios.
• Handle guest safe deposits.
• Increase in-house sales opportunities whenever possible.
• Process foreign exchange transactions for customers.
• Protect all cash and monies at all times.
• Attend training sessions and communication meetings when scheduled and follow the guidance shared in them.
• Complete all checklist items for the role.
• Perform any reasonable task requested by management, senior colleagues, or a guest.

Additional requirements and expectations

The role also requires strong attention to detail, safe cash handling, and a consistent commitment to service standards, security procedures, and operational accuracy.

Skills mentioned in the source

Fluency in English, Outlook, and hospitality knowledge are specifically referenced for this position.