Position: Front Office Specialist

Job Description

As a Front Office Specialist at our US-based hotel, you will play a pivotal role in delivering exceptional customer service through virtual support being available at our office oremises. Your responsibilities will include:

• Guest Interaction via video camera.
• Assist guest to check-in & checkout process.
• Provide guests with brief and easy-to-follow instructions on how to use the system interface. 
• Assist guests with entering personal information, indicating their preferred accommodation type, and, if needed, processing payments.
• Resolve complaints from guest and escalate it to the hotel team.
• Note down any customer inquiries that seems to be new and share the information to other team members.
• Monitor CCTV & inform to hotel staff if any unusual situation identified.
• Keep an eye on the system's operation and performance from a distance to spot any problems or malfunctions.
• Take proactive measures to fix any system issues or outages to reduce interference with the check-in procedure.
• Keep all supporting documents and paperwork up to-date
• Throughout the process, make sure that all hotel policies, procedures, and security standards are followed.
• Observe privacy requirements by keeping guest information secure and confidential.